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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Hi everyone! Sharing an update that default email by team is now live in help desk.
Some additional context on where we plan to go from here: we know that support teams vary widely in how they structure their operations, with some anchoring around teams, and others around channels, languages, regions, or pipelines. This release is another step in addressing that complexity, and we want to acknowledge that it may not cover every scenario yet! Alongside working to improve this functionality, we're also focusing on giving help desk users more control over the visibility and access of connected channels in help desk.
Thank you for taking the time to upvote and share your feedback!
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.
Hi, I've tried the new Beta but I think that it resolves only half of the problem. Our need is to have a default email address for conversations that comes from forms.
We are collecting differents request assistance from different countries and for each we have a dedicated email address. In this moment we respond to message from forms, we see the first email address that we have connected.
Can confirm that we can also see the beta now, its "Last updated" flag is set to July 11 as of this writing, which matches my last comment of June 26 where it was not accessible, at least in the EU/Denmark.
For future reference, if (beta) features are region locked, please specify that in your announcement, @smerrow . This looks to have been the case here, since @VVold was able to see it as early as May 21.
Hi everyone! Sharing an update that default email by team is now live in help desk.
Some additional context on where we plan to go from here: we know that support teams vary widely in how they structure their operations, with some anchoring around teams, and others around channels, languages, regions, or pipelines. This release is another step in addressing that complexity, and we want to acknowledge that it may not cover every scenario yet! Alongside working to improve this functionality, we're also focusing on giving help desk users more control over the visibility and access of connected channels in help desk.
Thank you for taking the time to upvote and share your feedback!
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