New to Hubspot and trying to determine the best way to understand the difference between conversations and tickets. It seems to me that every conversation should be a ticket. Can someone help to poke holes in why/if that logic is flawed?
In general, tickets are used to track "issues" that require steps to be taken in an effort to track and mark as completed. This might be via one or many people.
A conversation doesn't necessarily mean that action will have to be taken. Often times the outcome of a conversation might lead to ticket creation, but that wouldn't necessarily be assumed.
For example, someone might ask where to log into a piece of software. In this case you would answer their question, or send them a knowledge base article (for example), but there aren't really steps that need to be taken to accomplish that. Sure, if you're getting extremely granular you could argue that even something like that could be logged as a ticket, but that's probably not the norm.
Additionally, conversations can be used for other things as well, such as sales. In the sales process, I wouldn't necessarily want to create a ticket for conversations coming into a sales inbox. It may or may not lead to a phone call, follow up email, etc., but probably not a ticket.
Separating tickets and conversations keeps the system flexible enough for people to use it in a way that best fits their business.
I hope that helps!
Josh
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Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Platinum Partner & HubSpot Certified Trainer
I still feel that tickets and conversations should be merged. It is an issue or incoming communication that warrants an action and resolution. That action could be to not respond to the requester and just "Mark as closed" in the Conversations view. Or that action could be to move that request through a service process to try to resolve an issue. The distinction feels flawed to me and requires us to look in two places while performing the same tasks and redundantly create tickets (which duplicate an inbound conversation).
I know Josh is describing what most companies DO, but I feel like merging conversations and tickets would result in better customer satisfaction and more efficient sales/support.
If you want you can automatically create a ticket for every new conversation and just work from the ticket pipelines and kind of "forgot" the conversation tool after it is setup. I have a customer of mine who work like this and is very satisfied with the Service Hub. Seems to me that your use case is very similar.