In Help Desk, agents currently appear to be limited to using the shared inbox when communicating with customers. We have found that many of our customers become significantly more responsive if our agents utilize their own individual emails, and due to integrations of our product with third parties this also benefits us when we have to open tickets with other companies as their case creation/closure notifications will go to the appropriate person, rather than to the shared inbox (typically creating a new ticket and not having any association to the original ticket in the process). As such, we would like a Help Desk agent who has their own “personal” email connected to HubSpot to be able to email customers with that email from Help Desk, rather than the shared inbox. This should also assist with a related issue we have where to accomplish this our agents are contacting people via the legacy Ticket view which is impacting accurate SLA data.