Contact not associated with ticket responds

[LFenton20]

We forwarded an email from a closed ticket to another person at the client company.

The contact was not associated with the ticket and responded to our email. Their response was logged against the ticket but the ticket did not reopen.

• Do they have to be associated with the ticket for it to reopen?
• Does forwarding an email not associate the receiving contact with the ticket?
• Does the ticket have to be open for the contact to be associated with the ticket?

[tverdokhlib1 · Accepted solution]

@LFenton20 when a ticket is closed, it's not a part of the default Hubspot ticket status automation. In this case, you might re-open the ticket manually. 

[kennedyp]

Hi @LFenton20! Thanks for bringing up such great questions. To start, I assume you have your inbox configured to reopen a ticket upon reply; is that correct? 

I believe the email should automatically associate with new contacts, but maybe @LouiseHare, @Lucila-Andimol, or @franksteiner79 can provide some assistance! Hey y'all-- have you ever dealt with forwarding ticket conversations to associate them with new contacts? 

Best,

Kennedy

[LFenton20]

Hi @kennedyp 

Thank you for your response and yes that's correct. We do have our inbox configured to reopen tickets when a customer replies to the email.

We've had this happen on a few tickets recently where the team are missing replies, so it would be great to figure out the issue. 

Many thanks

Luke