Cross Association of Conversations and Tickets is Driving Me MAD!

[James-Preseem]

Dear Community Members and HubSpot Service Users....

Is it just me or am I crazy in thinking that a group of people can have 2 separate email conversations about two separate unrelated topics at the same time, without wanting or needing them to be merged together?   

In the world of support tickets it seems to me that conversations are contextual and transactional. 

Company A - Contact 1 contacts My Support team and Agent 1 creates a ticket (Ticket-123).   Contact 1 copies Contact 2 on an email and now we have a conversation between Contact 1 and Contact 2 and Agent 1 regarding Ticket 123 about a specific problem.

The conversation is associated with

• The ticket (Ticket-123)
• The contacts (Contact 1 and Contact 2)
• The company (Company A)

Awesome this is how it should work right?  End of story?  No...of course not.

Previously Contact 1 for Company A has logged multiple other tickets with Agent 1 and has also copied Contact 2 into the conversation over the past 1-2 years.  Are they all related?  Of course not, this is technical support....they likely have nothing to do with one another.

HubSpot in its infinite wisdom, believes otherwise.   If contact 1 and contact 2 are in a conversation with agent 1 and there is a support ticket, It makes perfect sense that they are talking about the same thing and it its only logical to associate this new conversation retroactively with the other 11 tickets that have been logged and closed over the past year right?  That makes perfect sense right?

Again am I absolutely bonkers, off my rocker, stark raving mad in believing that conversations related to a support ticket should not be assumed to be related to every other ticket that might have existed between the same people at different times or even at the same time?

James

[CRathke]

Running into a similar if not the same issue at my company. We work in real estate and have a ticket pipeline dedicated to FHEO tickets and another for unrelated residency tickets. When we have customers with tickets in both pipelines, it seems that the conversations cross-populate causing confusion as each team is trying to identify which conversations are actually relevant to the ticket. Would love a fix for this HubSpot!

[HFoote]

I agree, we need to be able to associate existing conversations in the inbox view, with existing tickets or other records. This is critical

[YBen-Avraham]

Thank you - the above partially clarifies my question but I'm still confused:  When does a Client Communication (email etc.) get logged on the Service Hub Ticket timeline?   Here is my problem:

I'm new to supporting the Service Hub but I just discovered something interesting (worrisome?) - When we created the Service Hub Ticket we dutifully clicked the checkbox to copy over the Activity Timeline for Contact & Company (All-Time). Today my support agent sent an email to a client from their Gmail ... and it shows on the Contact/Company/Deal Activity stream but NOT on the Ticket Activity Stream. I searched for an explanation in the HubSpot documentation but nada.

---

@James-Preseem wrote:

Dear Community Members and HubSpot Service Users....

Is it just me or am I crazy in thinking that a group of people can have 2 separate email conversations about two separate unrelated topics at the same time, without wanting or needing them to be merged together?   

In the world of support tickets it seems to me that conversations are contextual and transactional. 

Company A - Contact 1 contacts My Support team and Agent 1 creates a ticket (Ticket-123).   Contact 1 copies Contact 2 on an email and now we have a conversation between Contact 1 and Contact 2 and Agent 1 regarding Ticket 123 about a specific problem.

The conversation is associated with

• The ticket (Ticket-123)
• The contacts (Contact 1 and Contact 2)
• The company (Company A)

Awesome this is how it should work right?  End of story?  No...of course not.

Previously Contact 1 for Company A has logged multiple other tickets with Agent 1 and has also copied Contact 2 into the conversation over the past 1-2 years.  Are they all related?  Of course not, this is technical support....they likely have nothing to do with one another.

HubSpot in its infinite wisdom, believes otherwise.   If contact 1 and contact 2 are in a conversation with agent 1 and there is a support ticket, It makes perfect sense that they are talking about the same thing and it its only logical to associate this new conversation retroactively with the other 11 tickets that have been logged and closed over the past year right?  That makes perfect sense right?

Again am I absolutely bonkers, off my rocker, stark raving mad in believing that conversations related to a support ticket should not be assumed to be related to every other ticket that might have existed between the same people at different times or even at the same time?

James

[SandyUssia]

Hi, I'm having a similar issue to @James-Preseem.

I had an ongoing open ticket with a client, and then the same contact emailed our support desk with a new question with a new Subject. HubSpot put his new email into the existing ticket (not correct behavior), so I tried to split it out by creating a new ticket manually, then I associated the new email to that new ticket and removed the new email's association with the existing ticket. I replied to the client in that new ticket, and he replied back that my answer helped, so I closed the ticket. But the older ticket is still ongoing, and every time there's a correspondence on that ticket, it re-opens the newer ticket and associates the latest email to that newer ticket. I disassociate it each time and re-close the easy ticket, but the next email comes in on the old ticket and all of its emails are again associated with the newer short ticket - even if I had previously explicitly disassociated them.

Similarly, if I copy a member of our sales team on a ticket response, HubSpot will associate some handful of that salesperson's Deals with that ticket, although they have nothing to do with the current client. So we need to remember to adjust the associations after sending each email.

I don't have time to continually remove incorrect associations (and re-associations). Can someone help me understand if we should be doing something differently, or avoiding doing something, to have associations work as expected, and stay as expected?

This is not the first time this has happened, just the one that's very frustrating to me right now.

Thanks for any guidance or help!

Sandy

[MiaSrebrnjak]

Hi @James-Preseem,

Thank you for sharing your feedback, we appreciate you taking the time to put this together. 

I understand that erroneous associations can be frustrating. 

The expected behaviour with automatic activity association in tickets is the following: 

It sounds like in your case, HubSpot automatically adds new conversations to old tickets, which, at least to my knowledge, isn't expected behaviour.

I'd recommend sending specific activities / email conversations that didn't log correctly to our support team, as access to support is included in your subscription. They can have a deeper look into this behaviour. It'd be helpful if you can include an email header (see how to get one here) of an email that wasn't logged correctly. Thank you!

Cheers
Mia, Community Team