Missing Conversations in HubSpot Inbox

[Sgram]

Hi HubSpot Community,

I'm facing an issue where I can see full email threads inside a ticket, but in the Inbox, I can’t see the client’s replies. The ticket was generated when a Customer Partner (CP) forwarded an client's email to support. Now, the ticket is correctly associated with the client's contact and company, but the full conversation isn’t visible in the Inbox—only in the ticket.

Any ideas on how to resolve this? Has anyone experienced a similar issue?

Thanks in advance!

[DSafley · Accepted solution]

SGram, 
Here is some data I curated that may give you some insight: 

The issue of missing client replies in the HubSpot Inbox while they appear in tickets is likely caused by email forwarding disrupting the conversation thread. Here's a breakdown of the problem and solutions:

Key Causes
Forwarding Breaks Email Threads
When a Customer Partner (CP) forwards a client email to create a ticket, HubSpot may not recognize subsequent client replies as part of the original thread. Replies may appear in the ticket but not in the inbox.

Inbox Configuration Conflicts
Mixing personal and team email connections can cause visibility issues. For example, using the same email for individual and team settings prevents conversations from appearing in the Inbox.

Email Source Mismatch
Replies to emails sent outside HubSpot’s CRM or sales tools (e.g., forwarded messages or personal email apps) may not log automatically, requiring manual intervention.
Recommended Solutions

Avoid Forwarding
Instead of forwarding client emails, use HubSpot’s native tools to create tickets directly. This ensures replies stay linked to the conversation thread.

Verify Email Integration
Ensure emails are sent via HubSpot’s CRM or sales extension to enable reply tracking.
Confirm that MX records align with HubSpot’s requirements if they are using Office 365 or Gmail.

Separate personal and team email addresses in settings to prevent conflicts.

Troubleshooting Steps
Reconnect the inbox integration to refresh the connection.

Check for deactivated user associations in email threads, as replies to their addresses won’t log.

Use HubSpot’s BCC or forwarding address to log missing replies manually.

If the issue persists, start a new email thread within HubSpot rather than replying to forwarded messages. This ensures proper tracking and visibility in both the Inbox and associated tickets.

Best, 
Dave

[danmoyle · Accepted solution]

Hey @Sgram - I'm with @kennedyp on this. I think there's a break in the connection when it's forwarded. In HubSpot documentation, it seems the likely reason you're seeing internal reps' and CP's replies in the Inbox but not the client's replies is likely due to how the email thread was initiated (that forwarding to support) and how HubSpot is processing incoming emails. It could also be how ypu CP's replying - their own emails vs. using a support inbox email. 

For future communications, I'd thiknk about starting a new email thread directly from within HubSpot rather than continuing the forwarded thread. This can help ensure that all subsequent replies are properly tracked and displayed. 

I'd also reach out to support at HubSpot to see if there's something they walk through you with - not a chat or email, but calling in and screen sharing. 

[kennedyp]

Hi @Sgram! Welcome to the Community-- happy to have you here 😊

I understand you have a conversation associated with a ticket, but you do not see that conversation in the Inbox. Do you see parts of that conversation in the Inbox, or can you not find the conversation at all? If only some of the conversation is there, could you share some additional context as to what you can see? 

If a ticket is created from an email, a Conversation will be associated with it. If you can only see parts of the conversation, the issue may be caused by forwarding, which can break the email thread.

I want to invite some subject matter experts to see if they have any suggestions.

Hey @Markestac, @danmoyle, @karstenkoehler do you have any troubleshooting tips for conversations not showing up in the Inbox? 

Best,

Kennedy

[Sgram]

I can only see internal reps and CP's replies. I can't see clients replies in the inbox but on the ticket itself has all the conversations from both parties.

[DSafley · Accepted solution]

SGram, 
Here is some data I curated that may give you some insight: 

The issue of missing client replies in the HubSpot Inbox while they appear in tickets is likely caused by email forwarding disrupting the conversation thread. Here's a breakdown of the problem and solutions:

Key Causes
Forwarding Breaks Email Threads
When a Customer Partner (CP) forwards a client email to create a ticket, HubSpot may not recognize subsequent client replies as part of the original thread. Replies may appear in the ticket but not in the inbox.

Inbox Configuration Conflicts
Mixing personal and team email connections can cause visibility issues. For example, using the same email for individual and team settings prevents conversations from appearing in the Inbox.

Email Source Mismatch
Replies to emails sent outside HubSpot’s CRM or sales tools (e.g., forwarded messages or personal email apps) may not log automatically, requiring manual intervention.
Recommended Solutions

Avoid Forwarding
Instead of forwarding client emails, use HubSpot’s native tools to create tickets directly. This ensures replies stay linked to the conversation thread.

Verify Email Integration
Ensure emails are sent via HubSpot’s CRM or sales extension to enable reply tracking.
Confirm that MX records align with HubSpot’s requirements if they are using Office 365 or Gmail.

Separate personal and team email addresses in settings to prevent conflicts.

Troubleshooting Steps
Reconnect the inbox integration to refresh the connection.

Check for deactivated user associations in email threads, as replies to their addresses won’t log.

Use HubSpot’s BCC or forwarding address to log missing replies manually.

If the issue persists, start a new email thread within HubSpot rather than replying to forwarded messages. This ensures proper tracking and visibility in both the Inbox and associated tickets.

Best, 
Dave