Option to allow a ticket with the original sender set as the requester if email forwarded

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New Member

I know this is a feature with Zendesk that allows the option that if you are forwarding an email to your service desk that the ticket can be assigned to the original senders email address.

 

I can't for the life of me find an option for this available anywhere in the workflow.


Is this option available in the Hubspot Service Pro plan.

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Community Manager

Hi @nicholaspixeld ,

 

Thank you for posting your query in the Community.

I think the feature you're referring to is built within the conversations inbox. What you'll want to do is connecting your service desk's email as a conversations inbox (shared inbox) and enable "automatically create tickets" feature within the setting.

Screenshot_7_9_20__16_40.png

By doing this, the following will be possible:

1. Someone send you a new inquiry email

2. You will forward that email to service desk's that is connected to HubSpot as a conversations inbox

3. A ticket will be automatically created for this inquiry

 

I hope this helps.


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