# Help with shared inbox **URL:** \ **Category:** Tickets & Conversations\ **Tags:** sales-email, free\ **Created:** [March 25, 2024, 11:10am UTC](https://community.hubspot.com/t/help-with-shared-inbox/103317 "2024-03-25T11:10:42Z")\ **Posts on this page:** 4\ **Page:** 1
**Author:** ![TH-MRB](https://avatars.discourse-cdn.com/v4/letter/t/b38774/32.png) [@TH-MRB](https://community.hubspot.com/u/TH-MRB)\ **Post date:** [March 25, 2024, 11:10am UTC](https://community.hubspot.com/t/help-with-shared-inbox/103317/1 "2024-03-25T11:10:42Z")
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](mailto: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](mailto: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. ---
**Author:** ![TomM2](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/tomm2/32/70887_2.png) [@TomM2](https://community.hubspot.com/u/TomM2)\ **Post date:** [March 25, 2024, 11:50am UTC](https://community.hubspot.com/t/help-with-shared-inbox/103317/2 "2024-03-25T11:50:37Z")
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](https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox#:~:text=To%20customize%20the%20From%20address%2C%20select%20the%20radio%20button%20next%20to%20one%20of%20the%20options.) in your inbox too! ---
**Author:** ![TH-MRB](https://avatars.discourse-cdn.com/v4/letter/t/b38774/32.png) [@TH-MRB](https://community.hubspot.com/u/TH-MRB)\ **Post date:** [March 25, 2024, 12:06pm UTC](https://community.hubspot.com/t/help-with-shared-inbox/103317/3 "2024-03-25T12:06:28Z")
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](mailto: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. ---
**Author:** ![TomM2](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/tomm2/32/70887_2.png) [@TomM2](https://community.hubspot.com/u/TomM2)\ **Post date:** [March 25, 2024, 6:15pm UTC](https://community.hubspot.com/t/help-with-shared-inbox/103317/4 "2024-03-25T18:15:25Z")
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.