@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!
Agree with the above comment. We also accidentally get emails sent from our sales@ email address instead of support@ because there is no default, and this causes duplicate tickets and confusion to be created. Seems HS tickets caches the last "from" address selected, but if it is lost from cache (eg new browser, cache cleared) then it defaults to the first from address alphabetically.
We also need this feature. The from address is defaulting to the connected personal email address, but we need it to default to a chosen shared address.
Also - would be great if we could default the from email address to be blank, so it forces users to choose the correct from address before clicking send. We have central staff covering many locations at the moment so emails should come from appropiate location email address.
Setting a default email address should be added in within the settings > email integrations tab. If customers were to send out multiple emails each day, this can potentially save them a lot of time.
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!
This would be great. We have a couple emails linked and want to be able to set a specific email as the default one that it sends from when we create the email. Instead we have to manually pick the email every time.
Would be useful to default the sender based on email template and or by pipeline. So users do not have to manually select it each time the send an email.
Latest update: Not Currently Planned, on Mar 19, 2021 7:56 PM
From Product Team:
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!
We use the email templates to deliver quotes* to new leads, plus send a bunch of other routine messages. every time we log into hubspot, the default "from email" for these messages is the email associated with my account. I would prefer that the default email be a shared inbox that is always covered by someone, so when a customer replies we have a person ready to answer in a timely manner. Every time I log in and start sending emails, I have to remember to switch the "from" field to the shared email.
*we've tried the quote tool but it doesn't quite suite our needs
