Linking Non-team emails to Ticketing pipelines

[CNolan21]

My client wants me to create a Hubspot ticket pipeline, and link 2 of his employees' inboxes to it.

This means every email that these employees receive would auto generate a ticket, and be tracked in a pipeline, with the intention of having everything in one place.

This would include Sales emails, customer success, and everything in between (e.g. promotions, etc.). Reminder, this is their individual work emails. Not personal emails (which I know is recommended against). 

Before I say yes to this, I would like to understand if this is a good idea. I recognize that this could present an issue ethically(I wouldn't love having every work email in plain sight of my boss, and potentially others) - but was more wondering if it would present any logistical / operational risks / challenges. 

[karstenkoehler · Accepted solution]

Hi @CNolan21,

Without having the organizational context, it's hard to say whether it's a good idea or a bad one. If these contacts receive personal emails in their inboxes, I'd lead towards the latter. In that case, it would be better to set up an another email address for them (e.g. john@acme.com instead of john.doe@acme.com) and connect that inbox to HubSpot.

Once you have a separate inbox like this, the employees would have to make sure that their non-ticket related emails stay under the old email address and they use the new one for anything tickets.

You can then connect this email address as a team channel by following these steps: https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox#connect-and-customiz...

Ticket creation can be enabled by following these steps: https://knowledge.hubspot.com/records/create-tickets#create-tickets-in-your-conversations-inbox

This of course also works with their current email address, as long as it's not yet connected as a personal connected email. In that case however it might make sense to run this by the client's HR or legal department, to be on the safe side.

Best regards!

[CNolan21]

Thank you so much! This was helpful 

[CNolan21]

Thank you so much! This was helpful.