@DanaIrvine we found and patched a bug with the beta earlier this week that I think might be what was impacting your users. Please let me know if you're still experiencing that issue where it doesn't work for some people!
Amazing context, thank you @AlaynaNelson ! I've shared that with our Help Desk PM who is exploring the idea of defaults for the support/service use case. This particular feature will probably stay a user level setting for now, but I wouldn't be surprised to see something additional that's closer to what you're describing available in the near future 🙂
Great feedback, thank you @AlaynaNelson! For your support team, are your users primarily working from the Ticket record or a dedicated workspace like Help Desk or Conversations Inbox?
@DanaIrvine let's get this working for you. Have you reached out to HubSpot support yet? Feel free to send me a message here and we can take a look!
Hi all! Thank you for your patience as we worked on this feature. I'm so pleased to share we've just entered Private Beta! Follow this link to request access for your portal. I will be doing regular ungates at least once every business day. Please let me know if you run into any issues.
Hi everyone - Thanks so much for your comments and engagements on this thread. We take your feedback very seriously and have been tracking the popularity of this request. We don't currently have the bandwidth to tackle this work right now, so I'm updating the status of this idea to reflect that. Apologies that it's not better news, but I will be back here with an update if and when we are able to move forward with this!
Great feedback, thank you @AlaynaNelson! For your support team, are your users primarily working from the Ticket record or a dedicated workspace like Help Desk or Conversations Inbox?
@DanaIrvine let's get this working for you. Have you reached out to HubSpot support yet? Feel free to send me a message here and we can take a look!
Hi @hroberts , thanks for your quick reply! Our support teams are primarily operating on tickets right now (with a connection to the conversations inbox of course but they're not often in the conversations inbox directly) When they go into a new ticket and go to reply, if they see it is not for their team, they may just transfer the ticket to the intake status of another team's ticket pipeline. That team will pick it up and try replying to the email from the ticket and in that case we would want the new team's alias to be the default send from address, rather than the original team. Let me know if that doesn't make sense. Also happy to hop on a zoom call and show you how our team uses it if that would be helpful.
I'm really interested to explore the Help Desk - we haven't yet. But if there was a way again for us to tell which pipeline the ticket/email is in and use that to inform the default reply email (and/or use team membership to denote a specific default send from email), that would be so cool - especially if that would give us the flexibility to have a different default reply from email than the original email the customer used to contact us.
I'm thinking two options could be "set your individual default send from address" and "set your individual default reply from address" and then a dropdown could exist for the reply from address that would say "same as send from address, same as original email on thread, or always override to:" and then it would have you pick which email you'd use regardless of the original email. Then it could be cool for admins to set the team default send from address and set the team default reply from address in settings! Hope this helps, let me know if there are other questions!
Amazing context, thank you @AlaynaNelson ! I've shared that with our Help Desk PM who is exploring the idea of defaults for the support/service use case. This particular feature will probably stay a user level setting for now, but I wouldn't be surprised to see something additional that's closer to what you're describing available in the near future 🙂
@DanaIrvine we found and patched a bug with the beta earlier this week that I think might be what was impacting your users. Please let me know if you're still experiencing that issue where it doesn't work for some people!
Thank you for being so responsive @hroberts ! Really appreciate the back and forth. I just got off the phone with HubSpot support and they encuraged me to share some additional feedback here as well. I have users getting confused when they go to select a default send from address because it is using the back end HubSpot email address like hello-27@company-name.themlc.hs.inbox.com or something along those lines. We're having to go digging into every inbox to figure out which email address is tied to which internal email address so the team can select the proper address they want to use. If we could just see the customer facing view rather than the internal view, I think it's less confusing. I was worried that in selecting the internal view, our emails would be sending from that email address rather than the alias we hoped to use.
We have a default email address sent but that hasn't stopped it from switching me to a different not-default email address that I didn't want to use. I think it did it because that email address was also on some of the emails. But I would expect that setting a default would keep me on that default email until I specified otherwise.