HubSpot Ideas

sebavicto

Default email address for sending from CRM

Hi,

 

I've my admin email address and I also have several other connected accounts.

 

How can I do to set-up as default one of the "others" connected accounts instead of my Admin account?

 

Thanks in advance for anyone who can help me on this.

Sebs

HubSpot Updates
Delivered
December 06, 2024 10:16 AM

Hi everyone! Thank you for your feedback throughout the beta. I'm excited to announce this functionality is now Live to all portals: https://app.hubspot.com/l/product-updates/?update=13958451 !

October 08, 2024 02:59 PM

@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!

October 08, 2024 02:58 PM

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 🙂 

October 03, 2024 08:36 AM

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!

 

In Beta
September 27, 2024 08:41 AM

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.

In Planning
July 18, 2024 03:44 PM

Hi everyone! I'm very excited to share that this idea is now In Planning! Thank you for all the feedback so far. Stay tuned for future updates.

Being Reviewed
February 26, 2024 03:23 PM

Hi everyone! I am updating this idea to Being Reviewed as we consider if we'll be able to deliver it this year.

Not Currently Planned
March 19, 2021 04:56 PM

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!

March 20, 2017 10:23 AM

Hey @sebavicto @DyfedWallis I apologise for the delay in getting to this query. 

I'm sorry, but in this case I don't understand the question. Could you explain further?

 

Are you trying to add multiple connected accounts in addtion to your own? 
It is not possible to have this set up by default, each user must log in individually and follow these instructions to connect there inbox: https://knowledge.hubspot.com/articles/kcs_article/email-notifications/how-to-connect-your-email-inbox-to-hubspot-sales

 

Plet let me know if I have misunderstood the question. 

189 Replies
hroberts
HubSpot Product Team

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!

 

DanaIrvine
Contributor
I didn't know if support would work with it since it is a beta.
AlaynaNelson
Member

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!

DanaIrvine
Contributor
Exactly! Same situation for us, although I see little value in the helpdesk app. The ticket module is far more powerful and easier to navigate.
hroberts
HubSpot Product Team

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 🙂 

hroberts
HubSpot Product Team

@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!

AlaynaNelson
Member

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.  

JDale
Member

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.

hroberts
HubSpot Product Team

Hi everyone! Thank you for your feedback throughout the beta. I'm excited to announce this functionality is now Live to all portals: https://app.hubspot.com/l/product-updates/?update=13958451 !