Contact not associated with ticket responds

LFenton20 · il y a 3 semaines

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 · il y a une semaine

@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.

Anton Tverdokhlib,

HubSpot Expert | RevOps & CRM & Automation Consultant

Voir la solution dans l'envoi d'origine

tverdokhlib1 · il y a une semaine

@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.

Anton Tverdokhlib,

HubSpot Expert | RevOps & CRM & Automation Consultant

kennedyp · il y a 3 semaines

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

Join us on March 27th at 12 PM for the Digital Essentials Lab, an interactive session designed to redefine your digital strategy!
Engage with expert Jourdan Guyton to gain actionable insights, participate in live Q&A, and learn strategies to boost your business success.
Don't miss this opportunity to connect and grow—reserve your spot today!

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !

LFenton20 · il y a 2 semaines

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

Tickets & Conversations