Create Conversation for imported Tickets

[paulem]

We imported a bunch of tickets from our old CRM tool into hubspot. Now all these tickets are visible for our customers in the customer portal, which is great, but it only shows the headline and no content and no follow up conversations.

It turns out the customer portal only pulls the title of a ticket and then shows the conversation messages.

In my case there was no conversation to any of the imported tickets, so nothing was shown.

I tried to somehow create a conversation for each ticket with the information, but it seems like there is no way to do that (neither in the UI nor the API) - or am I missing something?

[louischausse]

@IWhite @TGulie I am sorry your right those imported emails doesn't show up on the customer portal

[IWhite]

Hi,

To echo @TGulie's question below:

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Is there any way to show these imported emails in Ticket's thread in Customer Portal ?

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We've gone to the trouble of migrating >28,000 tickets over from Zendesk and all our clients can see - some of which have history going back over a decade to 2012 - is a list of past tickets and no details behind them.

Often tickets would contain detailed instructions on how to achieve a certain objective - relevant to a client's specific circumstance - and it's gone from the clients' view.

The reputational hit and additional workload caused is significant.

Tagging @PamCotton - if you can reach out to the wider community and all internal resources HubSpot has available, we're keen to find a solution asap, please.

Thank you,
Ian..

[louischausse · Accepted solution]

Hi @paulem ,

There is no need to import conversations (which is impossible at the moment)

You can simply import "Emails" and associate them with your tickets using the Multple Object import tools:

Go to the import tool https://app.hubspot.com/import/YOUR_HUB_ID/new-import/

And select the following

Since that you already imported your ticket you may want to export them first to have a Record ID for each record and use it as a unique key to associate your Emails record to the contact Records

Don't forget to mark my reply as a solution if you are satisfied. If not, do not hesitate to ask me anything!

[IWhite]

Hi @louischausse  - can I just check, please, is your expectation that by using the method you've outlined, emails will appear in the Customer Portal?

Many thanks, Ian..

[TGulie]

Hello @louischausse.

The emails imported as you mentioned appear only on Ticket's timeline as logged emails, but not in Inbox therefore not in Customer Portal for our clients to see

Is there any way to show these imported emails in Ticket's thread in Customer Portal ?

[kverho]

Idea submitted: https://community.hubspot.com/t5/HubSpot-Ideas/Create-Conversations-for-imported-Tickets/idi-p/78389...

[kverho]

It is truly shocking that currently there's no way to import support history so that the end customers would actually be able to see it on the customer portal.

[paulem]

Awesome, thx!

[PamCotton]

Hello @paulem, thank you for posting in our Community!
I want to invite our top experts to this conversation @KMI @louischausse any suggestions for  @paulem matter?

Thank you,

Pam