Oct 26, 2022 5:32 PM - edited Oct 28, 2022 3:09 AM
Hello HubSpot community! My name is Simon and I work on the HubSpot Support team.
Currently HubSpot supports automated Ticket creation via the Conversations Inbox.
Taking this further to the Deal object is not something that is currently available.
This means that when connecting sales@ (or similar) Team email inboxes as channels in the Conversations Inboxes that HubSpot cannot create Deals automatically and log those incoming emails to the Deals automatically, like is possible with Tickets.
I recently had a case where the customer's end goal was to create a new Deal for every new email sent to a certain channel in the Conversations inbox and to Log this email to the Deal it creates. Each email was specific to the Deal it was to create. (This was a reservations@ email channel for a hotel)
This is not currently supported based on how Deals pull activities automatically, since the email must be logged on the Contact record after the Deal is created. Meaning that it will not be possible to use a Conversations-based workflow to create the Deal and associate the incoming email.
In conclusion, after enabling the workflow, the Tickets that were specifically created via the Conversations Inbox channel will be enrolled (based on the unique property) > a Deal will be created > the email will log on the Deal > finally, the Ticket will be set in a Closed status.
I hope this helps😊
Oct 26, 2022 8:16 PM - edited Oct 26, 2022 8:17 PM
@Simon_C thank you for sharing this, it does leave me wondering that with more integration of sales channels into the converations inbox, it would be great if HubSpot considered deal creation in the same way as ticket creation so that this extra step wasn't necessary.
Creating the ticket would also require additional filters to remove from service reporting, etc.
I understand that Converations Inbox started with service, but now replies to marketing emails go there, facebook messenger, form submissions, etc. that it should allow for more flexibility with conversation management and even access by channel for teams.
Oct 28, 2022 4:23 AM - edited Oct 28, 2022 4:24 AM
Hey @Jnix284 Glad this is helpful! I also agree.
You got me thinking and it is possible to set the sales@ email channel to create the Tickets in a new Ticket pipeline eg. Sales-ticket pipeline so it doesn't mess with existing Ticket reporting 🙂
Oct 28, 2022 10:56 AM
@Simon_C yes, creating a separate ticket pipeline is possible, it does muddy the waters with service hub seats vs sales hub seats.
Oct 28, 2022 11:34 AM
Hey @Jnix284 Hmm so what would be a concern with the seat assignent or limitations around that?
Oct 28, 2022 11:39 AM
@Simon_C I just reviewed the documentation for paid users and it looks like what I was thinking would potentially only be an issue for legacy customers, if at all. 🙂
Oct 28, 2022 11:52 AM
@Jnix284 Ah okay! 😅 I was wondering since I tested again just now using a user without any assigned paid seat and assignmnet worked as it should but I also noticed the Original source data 1 property on the Deal record is updating to "CONVERSATIONS" which will help with identifying these Deals in reporting too!
Oct 28, 2022 1:27 PM
@Simon_C super helpful, thank you! This will make it easier to update reports and get everything aligned properly between service and sales. I'm excited to test it out!