Tickets & Conversations

PriscillaMB
Participant

Manage replies in Hubspot from Help Scout

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.

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1 Reply 1
natsumimori
Community Manager
Community Manager

Manage replies in Hubspot from Help Scout

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 ?

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