I would appreciate it if, in the Helpdesk within Conversations (e.g. when creating a new ticket via a connected shared inbox), it were possible to select internal HubSpot users directly as recipients or have them suggested automatically.
At the moment, internal users can only be contacted if they have first been created as contacts or if their email address is entered manually. This makes internal coordination more difficult and leads to unnecessary workarounds.
By comparison, this functionality already exists in the ticket object itself.
When clicking on “Email” there, internal users can be selected directly as recipients.