Email replies getting automatically set as unassigned

[HelBle]

Hello, we recently switched to Help Desk and have noticed that if we send an email via hubspot and there is a reply to that email from the customer, the ticket goes from Assigned to the user who sent it, to unassigned. This is causing the sender to miss emails and creating more work. Is there an automation I'm missing to correct this? Thanks!

[Olivia_Bagnall]

@HelBle 

My name is Olivia and I an ex-HubSpotter turned HubSpot expert for Baskey the agency. Happy to help here!

Could you please confirm how the first email is being sent? Is it from the exact same address that is connected as a channel to the helpdesk or do you have forwarding set-up? 

Also when the reply comes into your inbox outside of HubSpot, is it thread to the original email or does it come in as a new email? 

Olivia

[HelBle]

Thank you so much for the reply. I've been looking around and cannot find anything that may relate to a rule/workflow like this. Could you direct me on specific steps on where I might find it? Hubspot is very new to me, and unfortunately, most of the company, so I'm still learning. 

[Gaurav_Aggarwal]

Hey @HelBle 

No, there is no specific automation to ensure that replies to emails remain assigned to the original sender in Help Desk.

However, you can edit the team email channel settings to log forwarded emails to the record of the sender who forwarded the email instead of the original sender.

To edit the team email channel settings: In your HubSpot account, click the settings icon in the top navigation bar.

In the left sidebar menu, navigate to Inbox > Help Desk

.Hover over the team email address and click Edit.

On the Configuration tab, toggle the Choose original sender of email forwards switch off.

For more details, refer to the Help Desk channel settings guide.

[HelBle]

Thank you for your reply. I'm a bit confused, though.  This function is turned on within Hubspot for us, but it seems like it should be. The original sender should be the ticket owner, and they remain the ticket owner, until a customer replies to the email. After about a minute after the reply, the ticket automatically changes to "no owner" when the owner should stay on the user who sent the original ticket.

Toggling this option seems to indicate that it the owner will remain on the user who sent the email, but that isn't the behavior we are seeing. Or is it that the forwarder is who it needs to default to?