Tickets & Conversations

beckywang59
Member

Closing tickets doesn't close conversation

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!

11 Replies 11
Marjolein
Participant | Diamond Partner
Participant | Diamond Partner

Closing tickets doesn't close conversation

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

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

Closing tickets doesn't close conversation

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


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rcobbett
Participant

Closing tickets doesn't close conversation

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

0 Upvotes
Kasiek
Contributor

Closing tickets doesn't close conversation

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
Community Manager
Community Manager

Closing tickets doesn't close conversation

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

0 Upvotes
Brian_CC
Participant

Closing tickets doesn't close conversation

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

Thanks for letting me know.

Brian

0 Upvotes
Daniel3T
Contributor

Closing tickets doesn't close conversation

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

Daniel3T
Contributor

Closing tickets doesn't close conversation

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
Community Manager
Community Manager

Closing tickets doesn't close conversation

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

0 Upvotes
acovert
Participant

Closing tickets doesn't close conversation

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

0 Upvotes
jennysowyrda
Community Manager
Community Manager

Closing tickets doesn't close conversation

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

0 Upvotes