Restrict Users to sending from certain "From" Emails

Service Hub Tickets & Conversations
1

Hi,
We have lots of pipelines set up for different departments and teams in our business.

When sending an email in a ticket, the From email address sometimes defaults to a random different account. Im not sure if this is related to the last department they contacted or something else is triggering it.

ACampbell44_0-1688572128621.png
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At the moment I’m having to remind staff members to sense check the “From” box before sending, but naturally this isnt always done, and we are having instances where emails are being sent from inappropriate accounts, causing confusion or frustration for clients.
I would like to restrict users or teams so that they can only send from their relevant email, so they wouldnt have this huge drop down list as shown in the photo. I do still need all users to be able to see all data in the CRM, so no restrictions on pipelines as such.
Is this something that can be done? I cannot seem get this to work at all!

2

Hi @ACampbell44,
Thank you for reaching out to the Community and I apologize for the delay in responding as HubSpot was observing the annual Week of Rest last week.
I understand that you would like only certain users to be able to reply with a specific email address or you would like to have a default email address for replying to emails.
I checked for you and I found this reply from @Jnix284 on this similar post “Changing the default send from email address and name” where it is indicated that, at the moment, the option to change the default email address is not possible.
I have found this similar idea already submitted: “Default “From” email on Ticket email function”.
I encourage you to upvote for the idea ( this way it will have more chances to be implemented in the future), and follow the thread to receive the update status.
I hope this helps!
Have a lovely day!
Bérangère

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