I ... just can't quite believe this is currently set to "Not currently planned".
Client of mine has 50+ support agents who have to switch their from address *every single time* they reply to an email (600-700 tickets a week), or it gets sent from another connected inbox that they should not be sending emails from at all. It seems random which email address is shown as your default from address when creating a new email too, so no way to control this.
This really isn't a workable solution for an enterprise level service product!
Not having this feature is starting to generate a lot of headache for us, and obviously for a lot of other customers as well. This should be prioritized!
Gotta be fixed! We want to create personal support connections and a big part of that is personal emails -- not a general "help@" inbox. Asking employees to manually change the "from" address every time is doomed for mistakes.
We have a number of different teams that all have their own pipeline.
But our individual users can email out of all emails from all pipelines.
If they arent checking the "from" field and selecting from the drop down its causing lots of confusion and some inappropriate emails to clients. I.e. potential leads being emailed from the "complaints" inbox.
Also, when the customer replies, this hits the wrong inbox, and goes through the wrong workflow. The tickets are either lost or delayed when this happens.
ideally I'd like to restrict who can send from what email from the presets function, the permissions function, or just by linking it to the pipeline/inbox. So only email accounts related to that pipeline can be used on tickets in that pipeline.
For setups where different teams oversee different pipelines, this is a must. It's very easy to forget and choose the wrong From address, and suddenly emails are coming from a different address and going into a different HubSpot inbox. The list continues to add up on all the things my users must remember to do manually.
Currently this only works when directly replying to an e-mail within the ticket, this works out on a lot of occassions, but ideally this would be a basic functionality in new e-mails within a ticket too.
We have multiple teams using Hubspot and its not appropriate that they all have access to viewing each inbox - further to that, all users actually have the ability to email from ANY email address on the Hubspot account. Would be great to see a fix asap!
We are also seeing this. It has even bigger implicaitons for us. We have 2 brands, and each should not know that the other one exists. We are seeing incidents where someone forgets to check the "from" address, and the email was sent from the wrong brand's support mailbox. This sort of mistake could cost us clients. Please fix this!!!!
HubSpot we are in the same boat as @DanaIrvine. Two brands and most clients shouldn't know the other brand is related. It can become very costly to make this mistake. When can we expect your team to dive into this request?
It's vital that we can set a default 'from' email address for each user. We're a technology company providing a niche compliance solution, and it's far from idea for sales emails to come from our compliance team's address. Replies are now landing in the wrong team's inbox, which is going to make it difficult for us to keep on top of replies and where we are with sales.
This would be so helpful to set up on a pipeline or user/team basis. We have an external party in our HubSpot instance to help manage support tickets. Occassionally we escalate things to them to manage with the customer directly but keep it in HubSpot so we have visibility. This team needs to reply from their company shared email, not from ours. But when they go to reply to an email thread, it is defaulting to the last shared email from our company. If I could say "When this team replies to ticket emails, their send from email must be x" and "this teams send from email should be y for this pipeline" for example, that would be huge!
If I could say, no matter what, all emails from this team should default from this address but then also have the ability to say this team's send from email is this for this pipeline and that for the other pipeline. The flexibility would be so helpful!
