Jul 28, 2022 5:42 AM
I am trying to figure out how to send an email to an existing case.
In my previous CRM experience this was done using a Reference Number in the subject line but I am trying to figure out how HubSpot does it.
I am aware you can log an email but this is not a good solution, specially from an Audit perspective.
Thank you in advance,
Aug 3, 2022 7:32 AM
Aug 3, 2022 7:49 AM
Aug 3, 2022 7:52 AM - edited Aug 3, 2022 7:52 AM
I'm glad you got an email to go through - both should work if the contact is in hubspot, BCC for when you are replying outside of HubSpot and FORWARD if you receive a message you want to log. I'm curious why one works and the other not. I use both every day and it's one of my favorite hacks. 🙂
Jul 28, 2022 8:27 AM
Hi @Bowser914. In HubSpot Service Hub, you can open the ticket and hit the email button, which emails the folks associated to the ticket (an existing case). You can also use the HubSpot Conversations Inbox to manage these in a central area. Both cases will attach the email to the ticket and the contact both. Hope that helps!
Jul 28, 2022 8:39 AM
Thank you for the reply,
What I am trying to achieve is sending an email which might support an existing case from my mail client, outlook in this case, or any of my colleagues inbox.
The email is external to HubSpot.
Jul 28, 2022 8:49 AM
I see. I don't know that HubSpot has the exact functionality your other system had. When emailing from your Outlook, you're not emailing from a support email, but your own. And I don't believe that's how HubSpot Service Hub functions. Here are a couple of reources I found. Maybe another Community member has a better answer?
Jul 28, 2022 8:53 AM
Thanks, it seems HubSpot does not have that functionality.
Currently if I send an email to HubSpot it creates a new case, the only way it routes the email is if it is responding to an email sent from the case.
Maybe that could be a workaround but unsure, will try contacting our account manager.
Thank you for your suggestions though
Jul 28, 2022 6:04 PM
@Bowser914 here are the steps I take when I get an email outside of HubSpot that I want to associate with a ticket
I didn't have a chance to read the articles @danmoyle shared, so hopefully this isn't a repeat 🙂
Hope this helps!
Aug 3, 2022 6:43 AM