Ticket associations updating when emails are sent

[B40Support]

Whenever we send an email from within a ticket, the Contact and Company associations automatically update, adding back any that we may have removed initially even if they are not addressed in the newest email.  This happens quite often since people will forward emails to our support inbox but they don't need to be associated with the ticket themselves. How can I stop this?

[TiphaineCuisset]

Hi @B40Support 

Thank you for reaching out!

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and specific examples about this - sharing examples and screenshots will allow them to troubleshoot further to understand what's happening/what can be done. 

Thank you!

Best

Tiphaine