Conversations Inbox Emails To Use "Reply to Email Address" instead of "From Address"

[liangsj]

[Posting on behalf of customer]

Hi Team, 

It will be great that the "reply-to" email addresses are used to reply to instead of replying to the "from email" address. This is because a lot of email coming from service apps typically have different from addresses and reply-to addresses. Using the reply-to address is what the sender intended instead of replying to a generic email address e.g. info@example.com.

[liangsj]

Hi all! Moving this from 'Idea Submitted' to 'Being Reviewed' - you're right it's a challenge, and a solvable problem. We hope to tackle this as bandwidth opens up after some other high impact projects.

[KB-S]

Just one more voice here remaking that, eriously, being able to reply to the Reply To instead of just the From would be revolutionary, and honestly, how hard could it be? I understand from support chats that the key for the record is the From, but there's just GOT to be a way.

[Allistah]

Please implement this.  We should be able to reply to the address in the Reply-to: field of emails.

[Allistah]

We really need this feature for our email form to work correctly.  Please add this to Conversations!

[MBickenbach]

Carzy to me that this is not a feature of hubspot.  Needs to be addressed.

[JGilroy]

Shocking there has been no movement on this! Trying to build workflows that would allow the team to reply to these emails but not possible when they default to the sender's email and not the reply-to email address (which is where the sender wants you to send it to)!!!

Any update would be appreciated - it is nearly March 2024...

[JTaylor30]

For real, I cannot believe this isn't done yet. Any CRM / email system should look at the reply-to 

[Ron-IS]

Amazing that it's been over 4 years since this was posted and it's still an issue. We just moved our ticket support from another platform to HubSpot and this is an unexpected issue for us, causing a lot of headaches for our team. We're finding a number of missing features in Help Desk that are standard on other platforms. Most are inconveniences we can work around, but this 'reply-to' issue is a real problem.

[FBentz]

Still no news on the subject. That's really annoying, it's been open for over 4 years and nothing has happened and that with such a rudimentary, simple topic. It's really a shame.

[JKohlmeier]

We're running into this issue as well as we move our team emails into HubSpot.

[LukasCargoboard]

We also need this function and it is annoying to always change the To address manually

[rw1982]

This is quite a big issue. 

We receive emails from partners' forms. Like support tickets from Shopify are always sent from noreply@shopify.com but the reply-to header contains the actual sender. In other support systems it´s always the reply-to headers' email that is used. 

[Ron-IS]

Since we migrated from another ticketing system, this has been a massive headache for our support team whenever our customers submit tickets from our software's support page. What's frustrating is that this has been raised before, in 2020! and it's still an issue. It would be helpful if the development team put time into addressing basic functionality and "quality of life" needs instead of working on AI features that, quite honestly, are not as important.

[PRendschmidt]

+1, causing massive issues fro my customers

[iT-APi]

This thread is 4 years old.... Come on Hubspot fix this.

[BethHWB]

Hi everyone!

As HubSpot aren't fixing this issue themselves, we've managed a workaround using a plugin (paid, but not overly expensive) and some custom code in a workflow (only available in Ops hub I think...).

We were getting this issue for internal copies of an order confirmation generated by our website (sender: us, reply-to: customer email), thankfully all following the same format. Annoyingly as an internal email was the automatically associated contact, it means that we as a company were also the associated company.

Our workflow follows the below steps:

1. Code to parse an email string

2. Copy email address to custom ticket property

3. Remove contact association via plugin

4. Remove company association via plugin

5. Via plugin, update the associated contact to the correct email.

The plugin we use is Unassoci8 by Hapily  (I'm not affiliated!), and it's 3 uses for every ticket we need to do this for, but it's better than not being able to do it at all.

Here's the code (Node.js 20.x) if anyone wants to use it

source_property = Ticket name

content = Ticket description

// Define input and output schema
exports.main = async (event, callback) => {
const content = event.inputFields['content'];

if (content) {
// Example: Extracting email using a regex pattern
const emailPattern = /[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}/g;
const emails = content.match(emailPattern);

// Assuming you want the first matched email or null if no match
const emailString = emails ? emails[0] : null;

// Return the result
callback({
outputFields: {
'target_property': emailString
}
});
} else {
// Handle case where content is not provided or is invalid
callback({
outputFields: {
'target_property': null
}
});
}
};

Hopefully HubSpot updates this one day as it's so frustrating having to pay for external plugins on an already very expensive platform.

[EricHirsh]

Hi all! Moving this from 'Idea Submitted' to 'Being Reviewed' - you're right it's a challenge, and a solvable problem. We hope to tackle this as bandwidth opens up after some other high impact projects.