Is there a way to hide our personal email addresses or exchange it for an alternate address while comunicating with the customer through the tickets email interface?
Here´s the problem: when the customer care team communicates with the customers via email in HubSpot, customers save their email addresses and, everytime they have a problem, instead of opening a new ticket via form or chat, they send new emails to the analysts personal emails and that causes a lot of trouble.
I know that, in Zendesk, there´s something like a fake email address that is connected to the real email addresses of the users.
Thanks for any help!
Hi @brunooka , when you setup the Conversations Inbox you added a support email, correct? When your agents answer to customer enquiries aren’t they using this email to send emails from?
When you setup an email channel in the Conversations Inbox you can go to Configurations and also customize how the sender will show up for recipients.
If your agents are opening the ticket record and answering from inside the ticket, when creating an email they can change the sender to use the customer support email (I am assuming they also have their personal business email connected to HubSpot - so you’ll have a dropdown to select). This will also make sure all the tickets information is centralized under the same email address.
Hope I helped somehow, if I understood your doubt.
Thank you,
Hi, Catarina.
That´s exactly what I was looking for.
Thank you so much!