Answer from Inbox or Ticket

Service Hub Tips, Tricks & Best Practices
1

Hello community,

we are currently rethinking our service structure and processes with HubSpot.

Therefore we thought about using the HubSpot inbox and create automatically tickets, when we receive new mails on our info@ adress.

We thought we can answer directly from the personal adresses in the inbox:

BFlory_0-1751290034310.png
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unfortunately it answers with our “info@…” adress.

Is it possible that the system automatically chooses our individual adresses instead of our info@ adress?
This is how it looks like:

BFlory_1-1751290164532.png
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Another idea was that we answer directly from the ticket itself. Like this, we can atleast choose to answer from our personal email adresses, even though we have to manually select it.
See here:

BFlory_4-1751290595918.png
BFlory_4-1751290595918.png1398×436 76.9 KB

We really want to keep it as personal as possible. That is why we do not want to use the info@ adress to reply to customers. Nontheless we want to keep the benefit of conversations creating tickets automatically and answers keep being connected to the conversation.
Maybe someone has some input for me.
Best regards
Benjamin

2

Hey, @BFlory :waving_hand: Thanks for the question. You are not missing an option in this case. You can see the @info address and customize how the response From Name and Signature appear from your Settings — From address | [Signature](https://Add team signature). Or you can do as you’ve described, and manually select the individual address from the dropdown when replying. I wish I had a magic answer here for you, but I do not, and I want you to not waste time looking for a workaround that isn’t possible based on what you are describing.

We’ll leave this open in case another community member has a suggestion for you. — Jaycee

3

Hi @BFlory ,

In HubSpot, when you reply from a shared inbox (like info@), emails will always be sent from that address by default. Unfortunately, there isn’t currently a way to automatically switch the sender to your personal email when using the shared inbox.

Here’s how you can work around this:

1. Replies from the ticket

If you open the ticket itself, you can choose your connected personal email as the sender—but you’ll need to select it manually each time.

2. Making it feel more personal

To make replies feel more personalized:

  • Make sure your personal email is connected to HubSpot.
  • You can reply either from your own inbox or from the ticket (just remember to switch the sender manually).

As @Jaycee_Lewis already pointed out, HubSpot doesn’t currently support automatic sender switching in the shared inbox. The manual selection from the ticket view is the best workaround for now.

Hope this helps!

4

Hello together,

thank you very much for your help. Atleast I know now that it is not possible currently.

Best regards

Benjamin