Managing two different email domains in same inbox

[SWilsonA4u]

We have two brands that are serviced by the same team of support agents. Each brand has a distinct presence and identity to a seperate client base. 

Each brand has their own domian and support email address, for example

support@traditionalproduct.co.uk

service@modernproduct.com

At the moment we have two seperate inboxes that support agents flip between to handle incoming support emails (at moment we do not convert the incoming emails to tickets nor do we use the Helpdesk functionality, although for a sound solution I certainly would begin to use either or both)

Challenges

Two inboxes makes life complicated and support agents have to monitor both. Its clunky and I want a more user friendly approach.

We loose oversight of company wide support requirements and do not get efficiencies 

Advantages

When responding from either inbox the from address will always relate to the right brand and the email signature will always reflect the brand. This advantage is the crux of my issue. I do not want to lose this ability, nor do I want to adopt a process that has a manual step for support agents to have to action on each response to choose the brand identity that they are responding from

Is there any way that I can use one inbox but ensure the responses, both email and signatures reflect the correct brand.

Be intereted in any ideas how to set this up from the community

Just to clarify, we only have one paid business unit with our HubSPot account and do not want to add a second due to cost, although I believe a second business unit would increase the division between two brands not close. 

[Ben_M · Accepted solution]

This is probably going to turn into a larger discussion about the direction of your brand. In the end your goal is to close the division between your brands instead of pushing them apart. Are you working on a roadmap to merge the brands or house them under a single larger parent brand where you are looking for intermediary steps?

The short of where I see your brand today, is that you don't really have reporting or insights to improve customer support/success tactics to align with sales because all requests are being handled through an email account that doesn't allow you to measure performance. Long-term, getting the reps out of inboxes and into a single support solution will be better to surface more data from these requests and better inform the executive team. If you move to a ticketing solution that supports the different domains, you can filter so the rep knows what they are replying to, and the signature should be handled by the system itself rather than the user so there is no error or confusion about what is being replied to.

I do not believe there is a way to handle this in a single inbox as it would require additional steps and manual process training for the reps to reply from a specific address, unless you start to merge towards a unified brand/reply-to.

[aviafriat26 · Accepted solution]

Thanks for the insight @Ben_M!

@SWilsonA4u I’d add one more recommendation to simplify things while keeping each brand’s identity intact:

1. Set up Brand-Specific Pipelines: With separate ticket pipelines, emails can flow into a single inbox but stay organized by brand. This way, agents don’t have to toggle between inboxes and can respond within one unified view.

2. Use Branded Templates: Pre-set email templates with the correct signatures for each brand, so there’s no need for agents to switch anything manually.

3. Apply Inbox Filters: Filters in the shared inbox will allow agents to quickly view emails by brand without juggling separate inboxes.

This should help keep things streamlined and make it easier for the team to respond with the correct branding every time!

Best,

[SWilsonA4u]

Thanks for your insight @Ben_M  There are no goals to combine and they will stay seperate so the identity that the support agents present when responding needs to reflect the brand that the support request came from. 

Sounds like embracing ticketing could be the way forward. I'll review that in more detail. 

[Ben_M · Accepted solution]

This is probably going to turn into a larger discussion about the direction of your brand. In the end your goal is to close the division between your brands instead of pushing them apart. Are you working on a roadmap to merge the brands or house them under a single larger parent brand where you are looking for intermediary steps?

The short of where I see your brand today, is that you don't really have reporting or insights to improve customer support/success tactics to align with sales because all requests are being handled through an email account that doesn't allow you to measure performance. Long-term, getting the reps out of inboxes and into a single support solution will be better to surface more data from these requests and better inform the executive team. If you move to a ticketing solution that supports the different domains, you can filter so the rep knows what they are replying to, and the signature should be handled by the system itself rather than the user so there is no error or confusion about what is being replied to.

I do not believe there is a way to handle this in a single inbox as it would require additional steps and manual process training for the reps to reply from a specific address, unless you start to merge towards a unified brand/reply-to.