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B40Support
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Ticket associations updating when emails are sent

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?

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Kevin-C
Especialista reconhecido(a) | Parceiro
Especialista reconhecido(a) | Parceiro

Ticket associations updating when emails are sent

Hey all, so after a great deal of digging and 5+ support tickets I think we got to the bottom of this. This is a side effect of the implementation of association labels and default hs functionality. I've theorized that a custom coded action in a workflow could clean this up automatically. But not ideal especially when business and tech processes were established around the pre-association label functionality. 

Kevin Cornett - Sr. Solutions Architect @ BridgeRev
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TiphaineCuisset
Gerente da Comunidade
Gerente da Comunidade

Ticket associations updating when emails are sent

Thank you for sharing the update with the Community, @Kevin-C !


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Kevin-C
Especialista reconhecido(a) | Parceiro
Especialista reconhecido(a) | Parceiro

Ticket associations updating when emails are sent

Hey @B40Support and @TiphaineCuisset 

Wanting to breath some new life into this thread.

 

We've got a client experienceing the same thing! I have also been able to replicate this. The problem is that when the features were built out on top of HS this auto association to multiple contact companies was not implemented. This causing issue with the clients portal as they're internation function depend on the associated company.

My question is, can multiple company associations be turned off for tickets? Support has yet to get us an answer.

 

Best,

 

Kevin Cornett - Sr. Solutions Architect @ BridgeRev
TiphaineCuisset
Gerente da Comunidade
Gerente da Comunidade

Ticket associations updating when emails are sent

Hi @Kevin-C 

 

Thank you for your reply!

 

I had a look and in our knowledge base it is mentioned that tickets should only by automatically associated to the record's primary company, so it does not seem to be expected behaviour! I'd recommend continuing partnering with technical support on this!

 

If you're having trouble reaching out to them let me know!

 

Thank you

Best

Tiphaine


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TiphaineCuisset
Gerente da Comunidade
Gerente da Comunidade

Ticket associations updating when emails are sent

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


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