topic Re: Create a Sent From name for customer portal conversations in Tickets & Conversations

Create a Sent From name for customer portal conversations

-K-C-M- — Thu, 09 Jan 2025 23:39:17 GMT

In the customer portal, we respond from a Customer Care HubSpot account where the first name of the account is Customer and the last name is Care. So when we respond to a customer's message from the customer portal in the Help Desk, the response name in the customer's view just says from "Customer" and we need it to say from "Customer Care"

Any workarounds on this?

Re: Create a Sent From name for customer portal conversations

karstenkoehler — Fri, 10 Jan 2025 05:57:38 GMT

Hi @-K-C-M-,

Not within HubSpot, no. It's currently not possible in the customer portal to decide to display both first and last name. You could request this in the HubSpot Ideas section of the community for the product team to review: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

I've tried to escalate this in the past, as the first name only display is simply unprofessional in B2B and some industries but no luck so far.

The best workaround I see for you is to simply change the first name to "Customer care" and the last name to "from [your company name]". That should still work for all other areas where the address is used and means it'll correctly display in HubSpot.

Best regards

Re: Create a Sent From name for customer portal conversations

jolieadam — Mon, 02 Jun 2025 19:26:49 GMT

@-K-C-M- This is on our radar and we'll have an update for this within a month where you can choose what you prefer the agent name to be displayed as.

Re: Create a Sent From name for customer portal conversations

PHLee — Thu, 10 Jul 2025 14:51:33 GMT

Hello @jolieadam , is there an update about this feature? Would be very helpful to get it online sooner, thank you!

Re: Create a Sent From name for customer portal conversations

jolieadam — Thu, 10 Jul 2025 16:02:06 GMT

For the first release, we're only including name display customization (choose to display first, last, and full name). We'll be revisiting aliases like "Customer Care" later this year.

Re: Create a Sent From name for customer portal conversations

PHLee — Fri, 11 Jul 2025 16:27:04 GMT

Thank you, it's a great help as the first step. When will it be available?

Re: Create a Sent From name for customer portal conversations

jolieadam — Wed, 16 Jul 2025 16:45:59 GMT

By the end of this month.

Re: Create a Sent From name for customer portal conversations

jolieadam — Fri, 15 Aug 2025 19:00:58 GMT

Hi @-K-C-M- circling back to let you know this launched 2 weeks ago. You can now customize your support team's name by the following options:
- first name
- last name
- full name
- custom alias (Company Support Team)