topic Re: ISSUE - Email address from with wierd labels <support=xxx@hubspot.com> in Tickets & Conversations

ISSUE - Email address from with wierd labels

SilvyaT — Wed, 03 Jan 2024 12:19:59 GMT

We been using hubspot ticketing system, when replying to one of the email connected to the list the email FROM comes normally

when replying from the portal, our clients see a weird email:

where Agent is the agent name

Company is our company

the domain is our domain

is there a way to reply using the ALIAS, FROM, selected when replying to the email ??

Agent from Company <support= domain.com @bf.hubspot-inbox.com>

Re: ISSUE - Email address from with wierd labels

kvlschaefer — Thu, 04 Jan 2024 10:34:20 GMT

Hi @SilvyaT,

Thanks for reaching out to the Community!

It sounds like you created an email support channel with the conversations tool and your agents are replying to tickets using this connected email address, correct?

When setting up an email channel with the conversations tool, you can configure the "From" name that appears to the recipients when an agent replies to an email. This knowledge base article goes into further detail on how to customize the agent and company name.

Please note that the From name feature is not supported for Office 365 connected inboxes.

Hope this helps!

Best,

Kristen

Re: ISSUE - Email address from with wierd labels

SilvyaT — Thu, 04 Jan 2024 10:46:25 GMT

Hi kvlshafer thanks for the quick reply

when the agent reply from their email address works

when the agent reply from the hubspot portal it shows the weird email

we already customized the agent and org and we specify from (as specific email)

Re: ISSUE - Email address from with wierd labels

kvlschaefer — Fri, 05 Jan 2024 12:48:32 GMT

Hi @SilvyaT,

You're welcome! Thanks for sharing these additional details.

The default from address inbox for free users will appear as [username]@[subdomain].hubspot.inbox.com.

This is the email you are referring to correct?

I will check this internally to see if it's possible to add a conversations alias to a free account and provide an update soon 🙂

Best,

Kristen

Re: ISSUE - Email address from with wierd labels

SilvyaT — Fri, 05 Jan 2024 13:03:09 GMT

Hi @kvlschaefer Kvlschaefer thanks for quick answer

we have alias configured and we are forcing the use of alias but still the emails are going out with the weird combination

we want to have username@subdomina.hubspot.inbox.com but urrently we getting support= subdomain @bf.hubspot-inbox.com

Re: ISSUE - Email address from with wierd labels

kvlschaefer — Fri, 05 Jan 2024 13:45:27 GMT

Hi @SilvyaT,

Thanks for the additional context.

Can you please confirm if support.inbox@phoenix.security is the email you would like to send your conversations from, or would you like to connect a different inbox?

I can see on our backend that support.inbox@phoenix.security is connected successfully to your conversations inbox as a team inbox.

Thank you for the clarification 🙂

Kristen

Re: ISSUE - Email address from with wierd labels

SilvyaT — Fri, 05 Jan 2024 14:53:16 GMT

Hi @kvlschaefer

no we would like to reply as support@phoenix.security