Tickets & Conversations

JLEFORT
Participant

Link ticket ID to a conversation and not to a contact

SOLVE

Lately conversations have been linked to tickets, which is a great improvement for customer support management.

In our customer support process, we have implemented a support form, which generates tickets and linked conversations.

We sometimes need to ask our clients for information in case they need to send us back a device using an RMA request.

In this case, we have a template mail using a personalization tokens to automatically retrieve the ticket ID in the mail.

Unfortunately, the Ticket ID information seems to be linked to the mail contact and not to the conversation, and we sometimes don't get the right ticket ID, but another ticket ID from the same contact.

The support warned us that the ticket ID field is linked to a contact and not to the conversation. It doesn't make any sense, tickets being now linked to conversations, it would be more logic to link the ticket ID to the conversation and not to the contact.

 

Regards,

 

julien Lefort

1 Accepted solution
Olivia_Bagnall
Solution
Guide | Platinum Partner
Guide | Platinum Partner

Link ticket ID to a conversation and not to a contact

SOLVE

@JLEFORT 

 

I think if you send this mail form the ticket itself then it will pull the right ticket ID. It's not ideal but it's a temporary solution until HubSpot takes a look at this. 

Your users will need to click on to the ticket in question, click email there and then load the template and send. 


 

Olivia Bagnall

Inbound Consultant and Project Manager

Baskey

 
 
 
o.bagnall@baskey.eu
www.baskey.eu
Rheingasse 14, 50676 Köln
 
 
 

Olivia Bagnall
Platinum HubSpot Partner | HubSpot Specialist | Community Champion
BA°SKEY

Book a meeting

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2 Replies 2
Olivia_Bagnall
Solution
Guide | Platinum Partner
Guide | Platinum Partner

Link ticket ID to a conversation and not to a contact

SOLVE

@JLEFORT 

 

I think if you send this mail form the ticket itself then it will pull the right ticket ID. It's not ideal but it's a temporary solution until HubSpot takes a look at this. 

Your users will need to click on to the ticket in question, click email there and then load the template and send. 


 

Olivia Bagnall

Inbound Consultant and Project Manager

Baskey

 
 
 
o.bagnall@baskey.eu
www.baskey.eu
Rheingasse 14, 50676 Köln
 
 
 

Olivia Bagnall
Platinum HubSpot Partner | HubSpot Specialist | Community Champion
BA°SKEY

Book a meeting

If you need further help with anything, please don't hesitate to book a call above


JLEFORT
Participant

Link ticket ID to a conversation and not to a contact

SOLVE

Thanks olivia,

We'll give it a try !

Having a solution in the conversations is still the best way to tackle the problem though 🙂

Regards,

 

Julien

0 Upvotes