Customer answered from different email as saved as contact in ticket

[JJ9]

Hi,

I am looking for a solution how to match customer answer to my existing ticket. Normally we communication with customer per email and his contact is matched to the ticket. However, my customer replied from other email and his original email adress is as "cc" in this answer. 

There are two different reactions from HS:

1. a new ticket was created / no matching to my original ticket is here, just the subject of this emai. 

2. this new email is matched to my ticket, but HS does not recognize it as answer from customer and the status did not change. So nobody saw, that there was any action on customer side. 

Question: 

What should be set differntly, that HS does recognize Email form customer and match it to ticket 

 - if subject from email exists in HS 

- if email (from) is differnt from contact in HS. 

I will appreciate any suggestion to this topic. 

Thanks a lot. 

Jana

[Josh · Accepted solution]

Hi @JJ9,

If you have existing tickets for contacts in HubSpot but they send an email without replying to the original ticket, it won't associate automatically with the ones that do. If that sender does reply to the existing ticket or the subject line matches the existing ticket/conversation, it should associate. 

Based on your original description, I believe HubSpot functioned as expected in this scenario.

Josh