Closing tickets doesn't close conversation

[beckywang59]

When I close an Email ticket (move ticket status to "Closed"), it doesn't close the conversation in Inbox. That email is still in inbox. Anyone can help with that?  Thanks!

[Marjolein]

How is this issue been solved? We still have this issue...

[TiphaineCuisset]

Hi @Marjolein 

Thank you for your reply. 

Closing the ticket that was created via the conversation should close this conversation. I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter and investigate further, where you are able to share examples for this. 

Thank you

Best

Tiphaine

[rcobbett]

Yes please - this would save a lot of time for clients

[Kasiek]

I thought it`s Hubspot behavior all my Closed ticket are still open in Inbox. 

So, If I have ticket releated to email in inbox and ticket is moved to closed conversation in Inbox should be also closed?
I only saw settings "Email was sent to contact -> set ticket status to "eg Closed" 
But still, if email is sent from ticket - conversation in inbox is still open. 

What should be treated as normal behavior?

@jennysowyrda ?

[jennysowyrda]

Hi @Kasiek,

If you created a ticket in association with a conversation in your inbox, the conversation thread should mark as close when the ticket is closed. 

If you are experiencing something different, can you please send along screenshots of what you are experiencing? The more specifics, details and screenshots you can provide, the better the Community can assist!

Thanks,

Jenny

[Brian_CC]

Was this issue ever resolved? Conversations related to Tickets do not close when I close the Ticket.

Thanks for letting me know.

Brian

[Daniel3T]

Hi Brian,
Yeah on our end it is working now. 

[Daniel3T]

Is the other way around possible too? I mean closing the ticket once the thread is closed. The automation of responses already moves tickets through the different stages in the pipeline.

[jennysowyrda]

Hi @beckywang59,

Can you please confirm this is happening across multiple browsers, thorugh an incognito window, and after clearing your cache? 

Additionally, is this happening for all conversations/tickets? 

The more information, screenshots and details you can provide, the better the Community can assist.

Thank you,
Jenny

[acovert]

it happens across multiple browsers on every one of our conversations/tickets.  It simply doesn't purge at all

[jennysowyrda]

Thanks for the update @acovert 

Can you please share screenshots and video of what you are experiencing, along with a har file captured during this process? 

Thank you,
Jenny