Add team signature when sending from shared email outside of Conversations

DerrickCameron

At present, if you reply by email to a Ticket from the Ticket page, using the Shared Team Email address, HubSpot does not add the Team Signature.

 

However, it does add the Team Signature if you respond to a Ticket from within the Conversation Inbox.

 

This is confusing and is not consistent behaviour.

 

Therefore, please can you change the Ticket page to add the Shared Team Signature to the reply, if you are sending the reply from the Shared Team Email address.

 

Many thanks!

19 Replies
RyanClark
Member

I have recently come accross this too and any signature added to a mail address should apply to all emails that are sent from that address, not just in some circumstances.

SamanthaGower
Member

Yes please! This change would really help us out. Please can you make this consistent?  thank you 🙂

Casey-REPu
Member

This makes absolutely no sense. We moved over to Hubspot Service from Groove, and so far have been scratching our heads on this one.

 

The one place where you should be able to have a team signature is when REPLYING TO TICKETS! I mean thats the support channel, where your support team will be working with clients on ticket issues.

 

And what makes it even more strange is that you guys offer a team signatue in Conversations, but then don't in tickets. So it's clearly something you thought to add as a feature, so why not just give us the ability to do it with both!

Serretta
Participant

Agreed, I set up a team signature so team members can easily copy it to set their own personal signature but it would be helpful if I could set it up an automatic/default signature so everytime a new team member joins they don't have to set their own signature.

HGilpin
Participant | Platinum Partner

Requesting that the signature for a group email be displayed in the email window from Service>Tickets when you are viewing a ticket and click the email icon.

 

Currently, only the personal user siganture would be displayed.  But we have multiple group emails used by each user, and would like to be able to see the corresponding signature on the email window to make it really obvious what "from" group email is being used.

 

Our team goes quickly back and forth between emails and we dont want to accidentially send one from the wrong group.

 

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RyanBorn
Member

Any more movement on this?  We are trying to manage 50+ different sales channels, and each one has its own unique signature... this is a necessity for us!

HGilpin
Participant | Platinum Partner

agreed - I think we need to do a campaign to get as many up votes as possible on this one! Hard to get my team to support this new service program with Hubspot when they have to add a signature every time. 

DerrickCameron
Member

Thanks for your comments and upvotes folks.

I love @HGilpin's idea to do a campaign to get more votes. 

Any idea how we go about doing that? 

RyanBorn
Member

I forwarded the thread onto our on-boarding specialist stating that it was a large barrier to providing a high level of user experience for our teams.  I hope it helps!

alguil
Participant

+1 on this idea, especially when we work with different ticket pipelines, each pipeline being associated with a different email address.

 

In the example below, I want to write to a customer with an outbound email but only my personal signature will be displayed whereas I would need the signature of the email (contact@weezevent.com) to be displayed

 

 image (33).png

KieranRatcliffe
Member

This really needs some movement, it makes no sense that it only works via the conversations window. support teams work out of tickets.

RLefurgy
Member

Love this idea

RLefurgy
Member

Cannot believe this is still an issue. 

 

If an agent works two different pieplines and we want (as a best practice) to only have them emailing form the ticket (never the conversations inbox directly) then how are we goign to make sure the signature reflects the different pipelines they are on?

 

Any have any work arounds?

SCox3
Member

Hey there, 

 

Also experiencing this issue. Posting a comment to keep up to date on this one. 

astrawth
Member

Any updates on this issue?

WiPay
Member

This development would be a great help to manage the pipelines. 

What I would suggest is having the signature tied to the email address being used to send the email. 

For Example:

 

If sending from sales@business.com - Signature can be more generic to say Sales Department

If sending from personal email person@business.com - Signature can be more personal to say the Person's contact detail. 

DerrickCameron
Member

Thanks for the upvotes and comments, folks.

This is still an issue and doesn't seem to be getting the interest of Team HubSpot, I'm sorry to say...

 

I think we need more upvotes, so anything you can do to help us get more interest would be gratefully appreciated!

DerrickCameron
Member

I have tweeted @hubspot to ask if someone from the product team could review this 😊

lukecro
Participant

+1, this (lack of) functionality is crazy...

 

Our team uses Tickets extensively, processing thousands of requests. We don't use the "Conversations" view at all...

 

But since the shared-mailbox templates only kick in in Converstations and not when sending from the shared address via Tickets -- it means that every single rep needs to also implement their own personal signature in their own account settings. And every time the company needs to tweak the signature style, every single rep has to go in and make the same corrections... We end up having to spend an inordinate amount of time having to trouble-shoot signature issues for individual reps, and also have to go back and double-check the sigs in their sent-messages to make sure they implemented it correctly and didn't mess it up later... Repeat for every new hire...

 

The settings page on Hubspot where you set up the connected/shared team mailboxes and default mailbox-wide signatures fails to even clearly explain that this will only work within Conversations. Very frustrating.

This basic stuff on most Service CRMs, like Zendesk, etc.