Email ticket tracking

[cclark2]

Hello,

We are implementing our ticketing in Hubspot. A question i had, our ticket conversation is done through email. We are currently using 1 email for our IT team my question is since all communications will be through this email how can we log emails to the related ticket. is it possible to log emails but have emails only related to each ticket?

[karstenkoehler · Accepted solution]

Hi @cclark2,

You can choose to connect a team email, this is a common way to handle this: https://knowledge.hubspot.com/connected-email/choose-an-inbox-connection#connect-a-team-email

Incoming emails to this email can create tickets. Emails are then logged to the correct ticket based on the subject line and the email address of the (external) contact.

Best regards!