Conversation associated with ticket and Custom Object not shown in Timeline

[rw1982]

We have started using "Help Desk" workspace and are creating TICKETS in Help Desk via workflows, which are associated with a COMPANY, CONTACT, and a CUSTOM OBJECT that we call ONBOARDING. This is to assist customers with their onboarding process.

I can see that the ticket is correctly associated with the right CONTACT, COMPANY, and CUSTOM OBJECT (ONBOARDING).

However, when I send or receive emails related to the ticket in HELP DESK, these conversations do not appear in the timeline for the CUSTOM OBJECT, CONTACT, or COMPANY. I can only see the conversation in the timeline for the TICKET.

This must be a bug, right? I have tried working with associating activities with records (https://knowledge.hubspot.com/records/associate-activities-with-records), but it seems to only apply when logging activities like emails manually. It does not seem to work for activities coming from a TICKET conversation in Help Desk

[danmoyle · Accepted solution]

Hi there @rw1982 (and also @norismat). In my experience, this behavior isn't a bug, but the intended functionality and expected behavior of HubSpot's Help Desk workspace. When using Help Desk, conversations associated with tickets are primarily displayed within the ticket's timeline, not automatically shown in the timelines of associated records like contacts, companies, or your custom object.

Here's what I'd consider to maybe help make HubSpot do what you want it to. 

• You can manually associate important emails from the ticket to the relevant contact, company, or custom object records. It's more work and not why you bought HubSpot, but it's one solution.
• Create workflows to automatically associate ticket activities with the related records. This may require custom coding (available in Operations Hub) or third-party integrations.
• Create custom reports that pull information from tickets and associated records to provide a comprehensive view of customer interactions. You can put the report on a Service or Communications dashboard, or just email the report daily. 
• If you have development resources, you could use HubSpot's API to create custom integrations that sync ticket conversations with other record timelines.

While these workarounds can help, it's important to note that the current design of Help Desk is focused on centralizing support interactions within tickets. If this functionality is crucial for your workflow, consider submitting a feature request to HubSpot's Ideas forum here. the product managers do keep up with these and sometimes add functionality requested. 

[Lucila-Andimol · Accepted solution]

Hi @rw1982 

I agree with what Dan mentions here,

as the way traditional tickets and the help desk work is different and at the moment all tickets coming into the help desk do not have automatic association and do not appear in the timelines.
The only way at the moment to solve this is within HubSpot is with Operations Hub (or 3rd party tools like Associ8).
I also invite you to post it in the ideas forum so the product team can consider it.

[danmoyle · Accepted solution]

Hi there @rw1982 (and also @norismat). In my experience, this behavior isn't a bug, but the intended functionality and expected behavior of HubSpot's Help Desk workspace. When using Help Desk, conversations associated with tickets are primarily displayed within the ticket's timeline, not automatically shown in the timelines of associated records like contacts, companies, or your custom object.

Here's what I'd consider to maybe help make HubSpot do what you want it to. 

• You can manually associate important emails from the ticket to the relevant contact, company, or custom object records. It's more work and not why you bought HubSpot, but it's one solution.
• Create workflows to automatically associate ticket activities with the related records. This may require custom coding (available in Operations Hub) or third-party integrations.
• Create custom reports that pull information from tickets and associated records to provide a comprehensive view of customer interactions. You can put the report on a Service or Communications dashboard, or just email the report daily. 
• If you have development resources, you could use HubSpot's API to create custom integrations that sync ticket conversations with other record timelines.

While these workarounds can help, it's important to note that the current design of Help Desk is focused on centralizing support interactions within tickets. If this functionality is crucial for your workflow, consider submitting a feature request to HubSpot's Ideas forum here. the product managers do keep up with these and sometimes add functionality requested. 

[norismat]

Similar experience, have not found a resolution.

[BérangèreL]

Hi @rw1982, I hope that you are well!

Thanks for asking the Community!

I'd love to put you in touch with some of our Top Experts and Community Members: Hi @DSurman, @MThornett, @danmoyle, @Lucila-Andimol and @norismat do you experience the same, please? If yes, did you find a way to associate the conversations to associated contacts, please?

Have a lovely day and thanks so much!

Best,
Bérangère

[danmoyle]

Thanks @BérangèreL for thinking of me 😊

via GIPHY

[BérangèreL]

Hey @danmoyle, thanks, I love this cute picture! 🤗

Thank YOU for your valuable contributions and helping so many Community Members ❤️

Love seeing you around and hearing your insights and experience!

Happy Holidays to you and your family!
Bérangère