All inbound emails from a contact are attached to their ticket(s)

[briansweat]

We often have multiple projects/tickets for a single contact or company.  We're training on Service Hub tickets now and we don't understand how email replies (logged via Office 365 integration) are attached to the ticket(s).

We've seen some random inbound emails get attached to the ticket.  For example, an email sent from the contact to a different HubSpot user, who is NOT the ticket owner.

We'd like to know how email replies from contacts are linked to tickets.  Before starting with Service Hub, we expected that the ticket number would need to be in the subject or body of the email message.  That doesn't seem to be the case, but it's unclear how that works.

[JonnyT]

This threw me off at first too.  From what I've been able to figure out, all of the correspondence is logged under the Contact.  For that correspondence to be associated with the service ticket, you need to go to the contact, find the email thread, click "edit", and "Add Ticket".  This will allow you to choose from all tickets that are associated with this contact and company.

[briansweat]

That might work for a service hub user, but the additional emails getting logged under the ticket are not from the service team and have nothing to do with the ticket. It seems that all inbound (or outbound via Outlook) messages are linked to a recent ticket. That's a bug.

[zachallen]

I saw this as well and voiced our concerns of seeing ALL correspondence from the contact on a Ticket to our Onboarding rep.  While this may make sense to see all correspondence on a Deal, it absolutely does NOT make sense on a Ticket.  You should only see the correspondence between the Service Reps and the Contact linked to that Ticket.  

[lynton]

We've noticed the same issue and it's sort of a deal breaker for us to adopt service hub until it's fixed. 

[DrPhilApplauz]

A lot of work has to be put forth in order to have this service hub to a little more user-friendly.   Choosing the ticket number format would be a nice addition as well.

Moreover, the fact that you need to have marketing access to create a support email ticket confirmation from the service hub is a big no-no.  Why is it necessary to involve marketing rights to someone managing the service part?

[bsm007]

I submitted this question to Hubspot support and received the following reply...

subject: Responses to Service ticket via email not attached to ticket

We are starting to implement the public release of Service Hub. However, we have noticed response via email about a ticket issue (via Outlook with Hubspot connected) are not being recorded in the support ticket. We can see the response associated with the contact, but not the service ticket.

Huspot: I've looked into this a bit and, since the HubSpot Sales add-in logs emails on the recipient's contact record in HubSpot, along with its associated company record, and the five most recent open deal records associated to the contact, it's not possible to extend the logging capabilities of the add-in to the Tickets tool.

This means that every email you choose to log and track using the add-in for Outlook will only appear in the records mentioned above. I understand that this could be a feature that would benefit your specific use case, but I'm afraid it's not possible to provide what you're looking for.

Us:This is very surprising and disappointing that Hubspot does not have the Outlook add-in log the email to the support ticket. I don't understand why this is not a default feature for issues as critical as support.

Hubspot: I understand where you're coming from, and I can see that this could be a functionality that you could benefit from. In this case, my best suggestion would be for you to share your idea in the HubSpot Community. HubSpot uses our Ideas Forum to collect ideas on how we can improve the product for our customers. It is a useful place where you can share your thoughts with our Product team as they regularly review it. Product pays particular attention to the top voted ideas & takes them into consideration along with other feedback channels as well as their own vision to understand what features will be most valuable. Sometimes, they will engage with customers for their deeper insights into the feedback given.