While this doesn’t fully restrict the email sending settings, you can now apply a default email per pipeline using this Public Beta.
I very much support this idea. For larger organisations this is critical functionality, and in fact it is mainly larger organisations that use the Help Desk. If HubSpot wants to compete with other ticket management platforms in any way - Help Desk access management is a must have.
+1 This seems like it should be a standard feature. I manage an account with 150 users and currently anybody can use a helpdesk email to send a message to anybody in the CRM
Hello everyone! Agree these kinds of permissions are important, and even critical for companies in highly governed industries. We are now working on “if a user doesn’t have access to Help Desk, they certainly should not have the permission to send from a Help Desk email address” which you can track in this Idea.
We’ll keep this Idea about “inter-Help-Desk permissions” e.g. all of your feedback about not just defaulting (which is available) but restricting sending by team, by pipeline, etc. On the 2026 roadmap!
I wish we would never followed Hubspots early suggest to switch from Postbox to HelpDesk. This is a mess now!
We’ve connected mails from support, sales, application specials, invoice, no-reply and legal@. And is was more than one time now, that SDR’s send E-Mails for e.g. with quotations from invoice@ or legal@. THIS IS VERY UNPROFESSIONAL for us.
The defaul settings previously suggested is already done, but it dont work. Especially if somebody should be able to switch.
SOLUTION IS so EASY: Access to HelpDesk is restricted. Access to channels within HelpDesk is restricted by Teams already. Simple question is: Why is it possible for a Sales team member, who can access only! the sales channels and conversation within HelpDesk to send mails from invoice@ or legal@ anyway?!
This is really bad for us as well. We have mutiple channels (email adress’) and our users are constantly using the wrong from adress, creating tickets in the wrong pipeline. You have a default email in hubspot, but it only allows top hierarchy teams, not nested teams??(???)
We have 3 countries in our helpdesk. With mutiple departments. it’s MAYHEM. And I can only set one default adress per country. When we have 4 inboxes per country.
+1 to this! We run a multi-department setup and desperately neednd to pass security audits, and our users are constantly using the wrong from adress…
Hi everyone,
I’d like to thank you all for taking the time to submit, vote and comment on this Idea.
I’m happy to announce that the ability to restrict which users and teams can send from a channel in Help Desk is now in public beta! You can enroll here.
We’ll be sure to update you here and on our Product Updates blog as soon as this feature is Delivered.