I have a need to display email conversation data in new tickets. I had assumed that the full email history from the Contact profile would carry over but it does not. I built a couple of work-arounds that I hoped would work but I have confirmed today with the Help Desk that these cannot work either (HubSpot only displays "email" that is sent to/from the Ticket itself).
Anyone else have a similar challenge? How did you solve for it?
This is my setup today:
Form to submit issue
Automatic email confirming receipt of form info
Ticket is created based on form data
The challenge is that if the person submitting the form responds to the email (ex: shares additional info or updates to say they no longer need help) it threads as an email conversation in the Contact tab but none of that is shown in the Ticket.
I would like for my Service team to have that information in the Ticket so that they don't have to search for it elsewhere. Has anyone come up with a better way to manage this?
That's correct, the contact's email history will not show in newly created tickets automatically, but you can select this option for individual tickets which will pull in the correspondence for the selected time frame, detailed instruction here:
If your customers submit their tickets and requests to a specific email address (support@.. for example), you could consider creating tickets automatically from incoming emails, as described in this help article. This would automatically thread all relevant subsequent conversations in that ticket, it wouldn't, however, pull in the entire email history of the contact.