Manage replies in Hubspot from Help Scout

[PriscillaMB]

Hi Community,

The Customer team currently uses Help Scout to manage customer tickets. The Sales team uses Hubspot to send and reply to e-mails. 

Sometimes, the Customer team needs to forward messages to the Sales owner because it is a sales matter. So, the Sales has to reply from Hubspot. However, I do not reach to forward properly the e-mail from HelpScout to Hubspot.

Do you have some tips? 

If I forward the e-mail from contact@xx.com (HelpScout) to enterprise@xx.com (e-mail box connected in Conversations in Hubspot),  the sender is contact@xx.com which is not the initial sender.

The HelpScout e-mail logs 1 activity in the contact page on Hubspot, it is cool to keep a track record but it is not enough to reply properly to the contact.

[natsumimori]

Hi @PriscillaMB 

Thank you for reaching out to the HubSpot Community.

I wanted to tag in some Community contributors here: @Ben_M and @jimbanks , do you guys have any advices for @PriscillaMB ?