Add Messages to Different Tickets in Help Desk

[Janine2]

In the ticket view, there is the option to add a message from one ticket to another. However, this message does not appear in the Help Desk view. This should be possible in order to have a traceable message history when a ticket is split.

[danmoyle · Accepted solution]

Hey @Janine2 - I'll +1 for adding your comments to the ideas post from @BérangèreL for sure: "Show customer all conversation history on tickets and enrich customer view and its customizability" 

In the meantime, here are some ideas I found (I have not implemented these, but they might inspire a workaround for you) to help possibly ease some frustration. 

First, some workarounds inside HubSpot UI that I found. None of these is a perfect solution, but together they can make the split history traceable:

• You could use internal comments in Help Desk on both tickets to summarize what was moved and link to the “other” ticket (with the ticket URL or ID). Comments always show in the Help Desk thread and are designed for internal context.​
• When splitting via Help Desk’s native Split ticket feature, ensure the correct messages are included in the split so they “travel” with the new ticket and remain visible in the Help Desk conversation.
• ​For tickets that were manually copied/linked, add an internal comment such as “Context copied from ticket #123: …” and paste only the key parts instead of relying on “Add message from another ticket”, since that action’s result will not render in Help Desk.​

Some configuration tweaks to consider in order to improve traceability: Add ticket properties such as “Parent ticket ID” / “Related ticket” and surface them in the Help Desk sidebar so agents can quickly jump to the original ticket to see the full activity history. Also, you could use ticket associations (something like “Parent/child ticket” custom association labels) and train your team to open the associated ticket from the sidebar when they need the full message history (I know change management and new training isn't easy, but with the HubSpot limitations it may be necessary).
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And here are some process and automation options that may help, too. First, define a standard operating procedure: whenever a ticket is split or a message is added from another ticket, the agent must log an internal comment in the new ticket summarizing what was moved and include a link back to the original ticket.
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And then if you're comfortable with APIs or you have a development team, you can explore a custom app or workflow‑triggered script. Here's what that could help you with (here's a resource😞

• Detects “split” or linking actions (e.g., through ticket property changes or associations), then
• Posts a synthetic internal comment to the new ticket that contains a text copy of the original message plus a link to the source ticket. Current community discussions indicate there is no supported way to inject a true conversation message into an existing Help Desk thread via API, which is why most teams fall back to comments.​

So while there's no native way today to make “Add message from another ticket” content appear in the Help Desk conversation pane, a perfect one-click workaround doesn't exist.
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The most reliable interim pattern I've found is to use Help Desk comments plus clear ticket associations/links to document splits and cross‑ticket context, and optionally supplement this with a small API-based automation that posts standardized summary comments when splits/links occur.

Hopefully that helps inspire a workable solution until the UI matches your expected behaviors more closely!

[Janine2]

Hi @danmoyle 

First of all, thank you for taking the time to research these workarounds and for the detailed suggestions! I really appreciate the effort you put into helping me find a path forward.

While these are definitely creative approaches, I’ve looked into them and feel that they might not lead to a truly satisfying solution for our team. My main concern is that relying on internal comments and manual links makes the conversation history quite cluttered and fragmented.

In a fast-paced Help Desk environment, we really need the history to be clear and chronological at a glance. These workarounds, unfortunately, add a layer of manual effort that remains a bit ambiguous for the agents.

That being said, I’ve added this to the ideas post as you suggested! I’m hopeful that HubSpot will prioritize a native fix soon to keep the conversation pane seamless.

Thanks again for your support and for brainstorming this with me!

[danmoyle]

@Janine2 I'd be happy to add a vote and comment to the Idea if you'd like to share it here. And you're welcome! Even if my ideas aren't the exact need, I always hope they help folks get to know HubSpot better and maybe inspire other ideas. Cheers! 

[BérangèreL]

Hey @Janine2 👋 and Happy Friday!

Thank you so much for sharing your suggestion in the HubSpot Community, it’s always wonderful to see great ideas like yours!
 

I wanted to let you know there’s already a similar idea in our Ideas Forum: Show customer all conversation history on tickets and enrich customer view and its customizability.
If you’d like, you can upvote that idea and add details about your own use case in the comments. Every bit of feedback really helps our team understand what’s important to you!
 

In the meantime, let’s tap into our Top Experts for some advice:  Hi @karstenkoehler, @HubDoPete and @danmoyle do you have any workarounds that might help @Janine2 out, please?

Thanks so much for your help and have a lovely weekend!
Bérangère