Apr 29, 20212:12 AM - bearbeitet Apr 29, 20212:13 AM
Mitglied
Reply-to field as contact
I have my support email address connected to hubspot to create tickets. Emails sent to my support email from the SaaS booking software I use have their email address in the from field and the contact's information in the reply-to field. Hubspot is creating the contact for the booking software in the from field instead of the contact in the reply-to field.
In some of the other SaaS software I've used such as Desk.com, Zendesk, even gmail, recognizes the reply-to email address as the contact.
The way it's working now would mean that every email would need to manually create a contact or assign a contact, and then change the to email address manually every time for every ticket.
Example of how it works in other SaaS:
Zendesk's mail servers use the "Reply-To:" line in the headers, if present, to identify the author of the email. Since the "Reply-To:" line in the header indicates the mailbox to which responses should be sent, this field supersedes any data in the "From:" field.
Is there an option to have the reply-to field supercede the from field or some other work around that's not obtuse.
I don´t see how I could do this with an automation for two reasons:
1) The reply-to field with the correct email is not stored as a ticket property
2) I don´t see a possibility to change the associated contact of a ticket. If I change the email of the contact I have the risk to associate multiple tickets from different users to the same contact (remember the ticket is linked to a contact that is created based on the from email which is the same for all tickets)
I want to tag a few subject matter experts to assist with this: @warrendavey, @BethanyH, @PeterC, @StefaniUAT any tips or best practices for an effective support email & ticketing setup?