Investigate the Contact:From the unassigned ticket, copy a unique identifier, preferably the sender's email address.Navigate to the "Contacts" section in HubSpot.Paste the email address into the search bar to check if a contact record already exists. (You can also try searching by name or phone number if available).
Analyze the Ticket (If No Contact Exists):Return to the ticket and carefully review its content.Assess if the message is a legitimate inquiry or if it appears vague, old, or like spam.A key indicator that it might not be legitimate is that the sender is not in your contacts database.
Take Ownership:Click to "Claim" the ticket, assigning it to yourself.
Resolve and Close:Based on your analysis, take the final action.In this example, the email is identified as spam. Mark the ticket as "Spam".Proceed to "Close" the ticket to remove it from the queue.
