Hi everyone! Sophie from the HubSpot Product team here. As another user flagged above, default email by team is currently available in private beta in help desk. Calling out some details here to help assess if the beta is a good fit for your team:
- Currently the beta does not support child/nested teams
- This functionality only works in help desk- the help desk default is not applied elsewhere in HubSpot (e.g. CRM records)
- This functionality sets the default email in help desk, but it does not restrict the visibility of connected emails. (i.e. if you have billing@company.com and support@company.com connected and support@ is your default, you can still see and select billing@))
We know there are many ways that different support teams need to configure channel defaults, access, and visibility. While many folks need to anchor their setup around a team, others do it by the channel itself, by pipeline, region, language, etc.- it’s certainly not one-size-fits-all. This beta represents a first step as we look to improve how support teams manage their teams and channels more broadly in help desk.