Ivan Villa Happy to show you through ours

Ivan Villa if you reply in clickup on an email, it will send only the message you type. It doesn't include history of previous messages. That makes it hard to follow for the receiver.

Just don't send the single message but include the entire thread/email history.

Ivan Villa also happy to walk you through our workflow.

Ivan Villa Basically we'd like to see ClickUP replace help desk ticketing. So when a client emails suppor@ our domain a task is opened by CU and response is sent to confirm. But per other emails there is no threading of the message and it's hard for our team to reply as support. We've used both email forwarding for support@ to create a CU task and we now have a dedicated email support@ so repsonses come from support.

We had to use Zapier to monitor the email inbox to create a task and that works but then replies (if they are not in the same thread) create another CU task and the client gets another notification.

We'd like a simple help desk ticket when they email support and the thread be included.

FYI: We cannot get our clients to login to CU or fill out a form to create a task so we are stuck with email.

Ivan Villa A second issue. We looked at swtiching to a CU competitor last year beause they had a client database. So if they client sent an email, it automatically created a support ticket and was threaded and easy to manage. Invoicing was also very easy.

The problem was then the oppositesa : challenge with time tracking, bad project management tools, and a slow system.

So we went back to CU and manage the emails with clients manually.

We've created a folder for each client and inside is a list.

It would be AMAZING if we could assign a contact and email to each folder so every time we add something to that folder the contact and email would be populated.

More of CRM with tasks.

I hope this helps.

Ivan Villa there are BUGS with linked functionality. (1) When you receive an e-mail and click the reply button, you are not generating an e-mail response, you are assuming that the response will be a comment. (2) When clicking to reply by e-mail, the clickup is behaving like a new e-mail, rather than a reply, which forces me to fill in the addresses of “to”, “with a copy”, and “subject”, makes it completely unfeasible to use the tool. (3) I cannot manage my contact registration, which makes it impossible to adopt originated patterns.

Dear Ivan Villa,

We implemented a form in ClickUp for the SAC department, replacing the Movidesk tool. We organized several folders and lists with each stage of the process, and the result was very interesting and functional with all the company's internal departments. However, we are facing a major challenge.

When the customer completes the form, the standard ClickUp system automatically creates a task with all the necessary information.

We have also configured an automation so that, whenever a task is created from the form, an automatic email is sent to the client with the protocol number and other relevant information.

So far, everything works well. The problem begins when the emails are sent within the task itself, using the native comment system. Below, I highlight two main difficulties we're facing:

1-Incomplete conversation history: The customer always receives emails in isolation, without viewing the full call history. We performed several tests, but we were unable to get the conversation history to be included in the emails. This creates confusion and a very negative customer experience.

2-Loss of customer responses: In some cases, customer responses do not enter the corresponding task and end up being lost. We identified this because we are carrying out cross-control with another platform and also with Microsoft 365. This is quite problematic, as it forces the SAC team to manually check other sources, take screenshots, and resubmit the information. It's an unnecessary rework. This creates confusion, the customer demanding answers, creating a very negative experience for everyone!

Would you have any palliative solutions to improve this scenario?

I look forward to your guidance.

Regards,

Ivan Villa, happy to share our experiences with you. We are using ClickUp for ticketing and have our inboxes forwarded to ClickUp. When replying to end users there is frustration that they have to navigate to the original message and copy and paste all the details below to keep the "flow" going. This is a big dissatisfier with our teams! Happy to share any additional information you need.