Feature Request – Email Sender Management in Help Desk

[stassey]

Hey @VOliveira9,

Thanks for bringing this to the community!

Hi there,

I hope you’re having a wonderful day.

I wanted to let you know that your post, that this seems to overlap with an existing idea that can be found here:

Permission settings for sending emails from specific email addresses

We just switched to Help Desk and when we were managing our emails in the Inbox we could limit who had access to the inbox and that made it so only the people with access to the Inbox could send emails using the “Send From” email address. This permission feature isn’t in Help Desk so now everyone can send emails using our bigger email addresses. I need a way to limit who can send emails using our bigger email addresses (like support@company.com). [Screenshot 2025-05-30 at 1.18.48 AM.png]

Theres another similar request here as well:

Restrict email sending permissions by pipeline in Help Desk

Our company has several different email addresses connected to Help Desk, and access to connected email addresses should be restricted to pipelines they/their team have been assigned access to. Currently it’s possible for users to send from any email connected to Help Desk. We are currently testing all functionality before going live, and though the correct from address is set based on the tickets pipeline most of the time, we’ve already seen agents sending from the wrong email. This is an issu…

To help increase visibility and streamline feedback for our Product Team, we encourage consolidating similar feature requests. I recommend that you add your upvote and any additional comments to the existing thread linked above!

Hope this helps!

Sam, Community Manager