1件の承認済みベストアンサー
@cclark2 yes, that could definitely be the reason.
For emails to log back to tickets when someone replies from Outlook, the email address needs to be connected as a shared inbox in Conversations, not only added as a Help Desk channel. When it’s only set up as a channel, HubSpot can log emails sent from HubSpot itself, but replies coming directly from Outlook don’t always get picked up and attached to the ticket.
The message about the email already being set up with Conversations usually means there’s still some kind of existing or partial connection from the earlier test inbox. I’ve seen this happen when an inbox is moved or reused.
I’d double-check whether the email address exists under Inboxes, and if not, it may need to be disconnected from the Help Desk channel first and then reconnected properly as a shared inbox. If HubSpot won’t allow that because of the previous setup, Support can normally clear the old association pretty quickly.
Once it’s fully connected as an inbox, Outlook replies should start logging on tickets again.
Hope this helps, and let me know if you need further support!
ZUID.
Goirkekanaaldijk 12
5046 AT Tilburg
Nederland
@cclark2 yes, that could definitely be the reason.
For emails to log back to tickets when someone replies from Outlook, the email address needs to be connected as a shared inbox in Conversations, not only added as a Help Desk channel. When it’s only set up as a channel, HubSpot can log emails sent from HubSpot itself, but replies coming directly from Outlook don’t always get picked up and attached to the ticket.
The message about the email already being set up with Conversations usually means there’s still some kind of existing or partial connection from the earlier test inbox. I’ve seen this happen when an inbox is moved or reused.
I’d double-check whether the email address exists under Inboxes, and if not, it may need to be disconnected from the Help Desk channel first and then reconnected properly as a shared inbox. If HubSpot won’t allow that because of the previous setup, Support can normally clear the old association pretty quickly.
Once it’s fully connected as an inbox, Outlook replies should start logging on tickets again.
Hope this helps, and let me know if you need further support!
ZUID.
Goirkekanaaldijk 12
5046 AT Tilburg
Nederland
Hi @cclark2
Thank you for posting to the Community!
I'd like to tag in some of our Top Contributors to see if they have experienced this behavior before -- Hi @tverdokhlib1 @Danielle_J and @FCorbaci Do any of you all have any advice for @cclark2?
Thank you!
Cassie, Community Manager
 | Loop Marketing is a new four-stage approach that combines AI efficiency and human authenticity to drive growth. Learn More |
