How to automatically associate Ticket Email replies with the Objects Associated to the Ticket?

[Coopr]

Starting point:

* Ticket with an email in it

* Ticket is associated with a Contact, Deal, and a Custom Object

Action:

* We send an email reply to that Ticket, via the Help Desk

Outcome:

* The email reply is in the Ticket thread, and is associated with the Contact, but is NOT associated with the Deal or the Custom Object

Desired Outcome:
* When an email reply is sent to a Ticket, the email reply is associated to all the things the Ticket is associated to.

How do we get this desired outcome? 

[karstenkoehler · Accepted solution]

Hi @Coopr,

What you're trying to achieve, should be accomplished through automatic activity association defaults, see here 🙂 https://knowledge.hubspot.com/object-settings/configure-automatic-activity-associations

Best regards

[Coopr]

I've tried to configure that, and I cannot figure out how to make it work. Are you able to try and confirm a given configuration works as described?

[STierney]

Hey @Coopr - thanks for following up here!

Based on the article linked in @karstenkoehler's reply, we can see the following in the "Please Note" section:

Activities follow default association settings if they were created via the following:
 

• Emails sent through HubSpot, manually logged on a record, sent via the sales extension, or logged via BCC or forwarding addresses. The settings apply to emails sent via these methods from personal inboxes, but do not apply to emails sent from shared inboxes (e.g., replies in the conversations and help desk tools).
• Activities created through integration apps.
  
  **The clarification here is that it appears the automatic association is not available via the Help Desk tool, which was outlined in your original inquiry's example. Do I have that correct?
  
  Shane, Community Manager

[Coopr]

I would interpret the documentation you quoted in the same way: automatic default association settings do not apply to emails sent from shared inboxes, like the Help Desk.

Do you have a suggestion as to how to solve my problem?