Reply sent from Hubspot added to the ticket in Zendesk

New Contributor

Hi there,

 

I have not integrated Zendesk and Hubspot as yet, however, I was testing some scenarios and I could not figure it out.

 

So once someone sends the email to our support, it is added as a ticket in Zendesk and it gets populated in HubSpot (which is great). When I answer that email from HubSpot, instead of posting a reply in the same ticket in Zendesk, it creates a separate ticket for that answer. For now I have only tested that by CCing the support email, but maybe if the Zendesk would be integrated, that would be different.

 

Is there any possibility of replying to the tickets in Zendesk from Hubspot while keeping the answer within one ticket? 

 

Thanks for the help!

 

 

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New Contributor

Figured it out.

 

The team member has to reply to the email in the contact profile with the same email address that is registered as an agent in Zendesk. It adds this email to the Zendesk as a response from the agent.

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