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.
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.
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.