We’ve been using hubspot to manage our shared inbox for a couple of years, but recent changes mean our inbox “from” address has changed from our own email to one of these: user=yourcompany.com@hs-domain.com
In theory, if a customer hits reply, the reply to address should be the normal one, but some customers are sending emails to the user=yourcompany.com@hs-domain.com version. Where do the emails go? They aren’t coming into our inbox - how can I retrieve them?
Many thanks.
Hey @TH-MRB replies to the HubSpot email should still log a reply on the ticket within your HubSpot inbox. If they’re not going in there this could be a different issue.
If you’re on a paid version you can also customise the from address in your inbox too!
Hey thanks for the reply. Unfortunately, nothing is being logged. We don’t automatically create a ticket every time an email comes in anyway but even so - I’ve tried sending several emails to our user=yourcompany.com@hs-domain.com address now, and they just don’t go anywhere. Anywhere else I can look? I tried verifying the address as well, but even a verification email didn’t come through.
Hey @TH-MRB honestly I can’t really say without being able to see your portal!
Just to confirm though, are you sending a direct email to the @hs-domain.com email or are you opening a ticket, receiving a reply and then replying to that email?
If it’s the former, I wouldn’t expect this to go into the inbox as there’s no associated conversation. That email would only work for replying to an already opened ticket, it wouldn’t open a ticket if there’s just an email to that address.