Forwarded tickets associating with internal records instead of customer records

[Meghankeeley]

Hello! 

When our team forwards emails from individual inboxes to the help desk, it's associating them with the internal employee's record and our company record instead of identifying and associating with the original sender's contact & company records. Should we remove our own company and people records from Hubspot to prevent this, or is there another way? We're currently correcting them one-off and looking for a more scalable solution. 

Thank you! 

[BérangèreL]

Hi @Meghankeeley, I hope that you are well!

Thank you for asking the Community!

I understand that you are trying to exclude some emails from being logged into HubSpot. Please let me know if that's not the case.

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I'd like to share these articles that might help you:

- Exclude recipients from CRM email logging

Also, by default, when an email is forwarded to the inbox, the email will log to the original sender's contact record.
To turn off this setting so that emails log to the sender who forwarded the email, click to toggle the Choose original sender of email forwards switch off.
Here is the article about it: "Set up the conversations inbox". You might want to check this setting in your account.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Jnix284, @HubSpot_Corey and @StjepanGrcic do you have insights to share to help @Meghankeeley, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you so much and have a beautiful day!

Best,
Bérangère

[Jnix284 · Accepted solution]

Thanks for the tag @BérangèreL, happy to help!

Hi @Meghankeeley it was quite a while ago now, but there was a similar situation with the conversations inbox where our team was forwarding an email received by an individual to the connected email address of the inbox. Early on, it was assigning it to our team members, so I would disassociate them from the conversation and then associate the correct contact.

After I did that a few times, maybe also combined with the frequency of this happening, I don't remember it happening anymore and the right contact was associated. This was fixed sometime in 2020 based on this idea in the community.

I don't currently have access to an account to test this out to verify and am wondering if as part of the move of service channels from the inbox to helpdesk this functionality was lost.

My suggestion would be to create a new idea to provide this functionality for Help Desk.