E-mail to create ticket

[CLDevs]

We're coming from ZohoDesk and have the functionality where we can send an e-mail to a particular e-mail address and it will automatically generate a ticket.   It seems with HubSpot that we can only send an e-mail to a certain character code @hubspot.com and then it puts it into a Sales conversation, but not generating a ticket.  Has anyone figured out how to do this?

[dapug]

The proposed solution is insufficient.  My company uses a DL for support@myco... and as such, there is no account to "sync".  With ZenDesk, Freshdesk, etc, you simply have your support email forward along to their PROVIDED email address, and things "just work".  This SSO implementation to get access to an actual email account is absolutely bonkers IMHO.

Unfortunately, this is a reason we are NOT going with Hubspot.  😞

[steve907]

I 100% agree. And this is also the reason we will not be using HubSpot. I need to make my emails into support tickets, tasks and deals. Hubspot makes this over complicated and tedious. This is NOT a support ticket software. And it really isn't a good sales/deals software. Sad. I had so much hope 😞

[RMeyer925]

Sugar also offers this concept of creating a ticket from an email.  It is a signifgant issue in evaluating software that meets our needs. 

[jennysowyrda · Accepted solution]

Hi @CLDevs,

You can create tickets from the conversations inbox by following these steps: 

When connecting your team inbox, you can create a rule to automatically create a new ticket each time an incoming email is received. You can also create a new ticket directly from a contact record in the right sidebar of your conversations inbox. 

This will associate with incoming emails. 

For an overview of all of the ways you can create tickets, I wanted to share this resource.

Thank you,
Jenny

[dapug]

provide an @mycompany.hubspot.com email addres.  Linking to an email account is NOT always possible, not the best.  My company uses a DL for support@...  so there is no way and never will be a way to sync with it. But we can forward it to a hubspot inbox.  That is the correct way to do this, like the big boys, ZenDesk, etc...

[PamCotton]

Thank you for sharing your workaround @dapug. 

[PZaltron]

Hi, 

with the automatic ticket creation, is it possible to customize the ticket description? 

It usually shows the body of the mail, but it becomes much too long in most of the cases.

Thanks in advance!

[PamCotton]

Hello, @PZaltron I would recommend using a personalized token in your ticket description for example when creating a workflow to automate this.

I hope it helps.

Pam

[PZaltron]

Unfortunately we are talking about a customer with a starter account,
workflows are not an option yet.

[dbower44022]

Jenny, 

You mention "You can create a rule to automatically create a new ticket..."   Can you please provide a link to any documentation on this subject?  I searched everywhere, and cannot find a way to have our support@XXX.com  email create a support ticket.   There must be a way to do it, but I cannot find it!

Thanks!

[PamCotton]

Hello @dbower44022 wanted to share this knowledge base here with more information about it.

Kindly,

Pam

[Assaf8769180]

Hi Jenny,

Is there an option to create an email address for tickets, so that once an email is sent to this address it creates a ticket out of that email?

[Farzad]

Hi @Assaf8769180 

By connecting a team email channel in Conversations, it will allow for the automatic creation of Tickets.  Please review this article below for details

https://knowledge.hubspot.com/conversations/create-a-conversations-inbox#connect-a-team-email-channe...

[jennysowyrda]

Hi @Assaf8769180,

Do you mean to create an email field within the ticket that will automatically associate with emails that are sent? 

If you can share more of what your end goal is and what you have tried so far that would be great!

Thank you,
Jenny