Reply creates new ticket

New Contributor

If customer replies to ticket Hubspot creates new ticket from reply message and doesn't attach it it to original ticket.


Last week this worked fine and replies went under open ticket.


All I can think of is modified email subject with standard RE:,  VS: or VL: in front of original subject, but why this has changed.

1 Reply 1
Community Manager

Hi @TuomoMarttila,


Are you still experiencing this issue? 


If so, have you reached out to HubSpot technical support regarding this matter? 


Thank you,

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