Tickets & Conversations

HydePhillips
Member

How to retain contact when converting conversation to ticket

Hi, when I create a new ticket from an inbox conversation, it isn't associated with the contact from the conversation.

 

So say one of our customers (a stored contact) gets in touch, and it's picked up in the Inbox by me. I then convert it into a Help Desk Ticket for the support team to pick up. But then when the support team pick up the ticket, they have to manually select the contact.

 

This applies either by moving conversation to the Help Desk, or by selecting 'Create a ticket' in the right hand panel - the contact isn't automatically associated.

 

Is there a way to automatically associate a new ticket with the contact it came from?

0 Upvotes
1 Reply 1
Shubham_Sharma
Top Contributor

How to retain contact when converting conversation to ticket

Hey @HydePhillips 

 

If you have a service hub professional you can create tickets automatically kindly go through this knowldegbase undersatnd how to create tickects automatically as well as the manual ways of tickect creation: here

Shubham_Sharma_0-1718557325701.png

 

0 Upvotes