All inbound emails from a contact are attached to their ticket(s)
Jun 20, 2018 1:33 PM
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.