We have 3 email addresses connected to our Help Desk - one is default and the others are used for specific cases. However, HubSpot is showing them alphabetically when responding to a customer (i.e. every time we need to click and choose our default before ending the email). Can there be a way to choose what is the default sending address, and switch to others manually only when needed?
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Seconded. This is causing us a lot of emails being sent out from shared inboxes that are completely unrelated to the topic at hand.
We experienced the alphabetical order priority to being with too, but recently we also experience it with seemingly randomly chosen shared inboxes as the default for a new conversation on a ticket.
We need it to go further than simply assigning an account-wide default. We have "Info" and "Support" emails linked to Help Desk, with pipelines specific to each. We need the ability for HubSpot to know if the ticket pipeline is "X" it needs to set "Support" as default, for example.
The reason for this is we have a Support form that is set up and sends the customer an automated response from our "Support" email, but then an agent goes to reply to that form by email, and the default email is "Info" because it's alphabetically-defined. The fact HubSpot can't see that that's absolutely nonsense is really disappointing!!!!!
@OllieS You hit the nail on the head. Hubspot needs to recognize the pipeline and set the corresponding email with that pipeline as the default when replying.
Very much an oversigt from HubSpot to not have developed this feature!
We have 7 different ticket pipelines and 7 different emails we use in helpdesk, and our agents have to always ensure they answer use the correct email before answering our customers.
Having the option to connect the the emails with the corresponding pipelines would reduce a lot of clicks and potential errors.
THis is an absolute paid for us. we have 3 inboxes (sales, tickets and Success) that use Helpdesk and we are having a terrible experience with picking the right email when sending.
There is now a Private Beta feature "Default email in help desk" that can potentially help some of you but it still doesn't resolve our issue as it sets the default based on the channel, and it doesn't allow us to choose as default our fallback email (an alias that is used for sending).
Sadly the beta is only a halfway measure. It needs to also be able to determine the default email based on the pipeline / inbox, not only teams. As some teams are centralised and will from many different emails.
Hi everyone! Sophie from the HubSpot Product team here. As another user flagged above, default email by team is currently available in private beta in help desk. Calling out some details here to help assess if the beta is a good fit for your team:
Currently the beta does not support child/nested teams
This functionality only works in help desk- the help desk default is not applied elsewhere in HubSpot (e.g. CRM records)
This functionality sets the default email in help desk, but it does not restrict the visibility of connected emails. (i.e. if you have billing@company.com and support@company.com connected and support@ is your default, you can still see and select billing@)
We know there are many ways that different support teams need to configure channel defaults, access, and visibility. While many folks need to anchor their setup around a team, others do it by the channel itself, by pipeline, region, language, etc.- it's certainly not one-size-fits-all. This beta represents a first step as we look to improve how support teams manage their teams and channels more broadly in help desk.
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