Investigate why a ticket fell in to the incorrect pipeline

[AAhmed02]

New to hubspot - a ticket came in and should have fallen into the failed payments pipeline but rather fell in to support pipeline. 

(so far i have seen the following ) which shows the criteria has been met to fall in to the failed payments piepline) 

1/ how would i go about investigating further 

2/ how can i see the contacts enrolled in a particular workflow 

3/ what could be the explanation for this ?

[SNigam · Accepted solution]

I believe this is a ticket created from live chat inbox if yes then if you edit the settings of that particular inbox it will fall in right pipeline.

Please refer patrticular this section of this knowledgebase I belive this will help you - Create tickets in your conversations inbox

Thank you 

Shubham Nigam