No ticket attribution for forward emails

[SCooper56]

I am wondering if anyone has experienced the same issue I have, wherein a customer or co worker forwarding an email fails to register as a new ticket 'action'.

I use my ticket pipeline as an actions board, and ignore the actual Gmail inbox as it would be doubling up. This is mostly fine, except for circumstances where a customer decides to join or restart a conversation by forwarding previous correspondence from myself, back to me.

When this happens, I do not get a new ticket, and would have no idea unless I was routinely checking my manual inbox.

In your opinion, am I simply using the ticket pipeline incorrectly, or is this a setting that I shgould be able to change?

Thanks for any support offered.

[DSharma02 · Accepted solution]

Hi @SCooper56 ,

This might be happening because when an email is forwarded, HubSpot might not recognize it as a new action but see it as a part of the existing conversation thread.
If possoble, create a ticket based workflow with trigger actions when specific criteria are met:

If automated solutions are not reliable, consider creating manual tickets.
Or try any third party tool like Zapier to create workflows to trigger ticket creation in HubSpot when specific email conditions are met. (Try with free version first)

Hope this helps!
Thanks