Tickets & Conversations

ЯЗдесь
Participant

ticket form email

SOLVE

Hello. May you tell me please how to disable email in the ticket form?

According to the standard, incoming messages are receiving to "Inbox" to the standard email support@26263725.eu1.r.hubspot-inbox.com

 

and i have "ticket form" email support-1@26263725.eu1.r.hubspot-inbox.com

 

When a client write to the usual HubSpot "inbox", message goes to the ticket form. i need to turn it off.

 

Please help with that

0 Upvotes
1 Accepted solution
KristelA
Solution
Contributor

ticket form email

SOLVE

Hello, 

According to your screeshot, there are 2 emails configurated for the inbox whose id is 167130880 : the Hubspot fallback email and your team's email.

 

Now, the email support-1@26263725.eu1.r.hubspot-inbox.com has been assigned to a different inbox, whose id is 548667770: 

 

KristelA_0-1725896132384.png

I'm guessing that those inboxes might have the same name so it seems like it is the same inbox but it is not. I suggest verifying all the workflows or other automations that are connected to your inbox so you can select theright one (InboxId=167130880). I hope it can help you 🙂 

View solution in original post

0 Upvotes
6 Replies 6
ЯЗдесь
Participant

ticket form email

SOLVE

Hello,

 

We have an email fallback HubSpot address was automatically created for us when we first set up our account. It looks like this support@26263725.eu1.r.hubspot-inbox.com.

 

But where did the other email address come from? - support-1@26263725.eu1.r.hubspot-inbox.com

 

I only enabled team email, but the code still has other emails enabled.

Is it a bug that email addresses are not deactivated when we disable it?

Снимок экрана 2024-09-09 в 17.49.27.pngСнимок экрана 2024-09-09 в 17.55.34.png

0 Upvotes
KristelA
Solution
Contributor

ticket form email

SOLVE

Hello, 

According to your screeshot, there are 2 emails configurated for the inbox whose id is 167130880 : the Hubspot fallback email and your team's email.

 

Now, the email support-1@26263725.eu1.r.hubspot-inbox.com has been assigned to a different inbox, whose id is 548667770: 

 

KristelA_0-1725896132384.png

I'm guessing that those inboxes might have the same name so it seems like it is the same inbox but it is not. I suggest verifying all the workflows or other automations that are connected to your inbox so you can select theright one (InboxId=167130880). I hope it can help you 🙂 

0 Upvotes
ЯЗдесь
Participant

ticket form email

SOLVE

thank you very much
This was the right direction.
I found this InboxId - it's Help Desk. And there everything is the same as in Inbox, to disable hubspot mail, you need to add email teams

BérangèreL
Community Manager
Community Manager

ticket form email

SOLVE

Hi @ЯЗдесь, I hope that you are well!

Great question, thanks for asking the Community!

I have found a similar post "How to turn off automatic ticket creation when Hubspot tracks and logs emails?" where the reply from my colleague Diana might help you!

And please @ЯЗдесь, let me know if there is anything else I can help with. I'll be delighted to do so!

Have a wonderful day!

Best,
Bérangère


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0 Upvotes
ЯЗдесь
Participant

ticket form email

SOLVE

Hi  @BérangèreL, I'm probably wrong and this email is not from the tickets.
I get an array of active emails.

Снимок экрана 2024-08-27 в 12.49.40.png

This email - support@... is activated in Settings > Inbox > Inboxes as a HubSpot fallback email

 

Снимок экрана 2024-08-27 в 13.27.58.png

 

But I don't understand where this email support-1@... comes from and it is also active. It is through this email that emails are sent to tickets.

Thank you

0 Upvotes
KristelA
Contributor

ticket form email

SOLVE

Hello

According to this article, if you want to turn off the fallback email "support-1@...",  you need to connect your team's email: 

 

KristelA_0-1725888660461.png

You can use Office 365 or Google :

KristelA_1-1725888692679.png

These articles explain how to do it :
Set up the conversations inbox 

Connect channels to the conversations inbox

Forward emails to a hosted email address in the conversations inbox

 
I hope it helps 🙂 
0 Upvotes