@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!
@hubspot you really need to do this. This is not a small time problem, this issue with your platform just changing the From email address at random can cause some serious headaches.
We are in need of this feature for how we are managing tickets.
- The ticket is created in the shared inbox, but Sales have to manually select the alias email and this is a huge pain for them - If they forget to change the alias the ticket is not updated correctly, and our reports on response time are worthless - When the customer replies, it creates an entirely new ticket from the one we initially replied to
Hello I was wondering if this was solved and how? I have members of my team sending emails from service@ and accountPayable@ which is not ideal. thanks
It seems to use the first email address alphabetically. When you select a different email address, it caches it in your browser and will keep using the new email address until you clear cache (or use a new browser or a different pc).
This is just sloppy from HubSpot - a user should have the option to set the default email address they send from.
Most users don't notice when it changes to use a different address, and will end up sending from the wrong email address causing havoc.
For everyone's reference here, I just followed up with HubSpot support again in ticket # 3376894, I wrote:
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It's been a year and a half since I raised this issue with support and 4.5 years since it was first raised on the forum. Is it going to take a decade for the HubSpot development team to get around to fixing this?
Could you please go back to them and check on the progress of this issue?
I'll let you know what they say but at this stage, I've given up on believing that HubSpot will ever bother fixing this, they're clearly not interested.
When we signed up to HubSpot 3 years ago we were aware of many of these areas that they were behind in but had assumed they would work to catch up. Sadly, no progress has been made since.
It may be time to look elsewhere if this is a firm requirement for you.
For everyone's reference here, I just followed up with HubSpot support again in ticket # 3376894, I wrote:
---
It's been a year and a half since I raised this issue with support and 4.5 years since it was first raised on the forum. Is it going to take a decade for the HubSpot development team to get around to fixing this?
Could you please go back to them and check on the progress of this issue?
I'll let you know what they say but at this stage, I've given up on believing that HubSpot will ever bother fixing this, they're clearly not interested.
When we signed up to HubSpot 3 years ago we were aware of many of these areas that they were behind in but had assumed they would work to catch up. Sadly, no progress has been made since.
It may be time to look elsewhere if this is a firm requirement for you.
One of my clients uses HubSpot Conversations Inboxes for Support, but their team is really struggling when replying to tickets. By default, it's sorting all the emails alphabetically so many of their responses to support inquiries are coming from a careers@examplecompany.xyz email address. This is becoming messy—as soon as that happens, the thread now begins to take place within the Careers inbox instead of the Support inbox.
It would be great to have:
1) Automatically reply using the from address to the original recipient of the email: In this case, if someone emails support@examplecompany.xyz, the reply should automatically come from that address. 2) Set a default email From address on a per user basis. If I'm mostly working in Support, I'd want my emails to come from support@examplecompany.xyz instead of careers@examplecompany.xyz.
We moved to HubSpot recently and are running into the same issue that @mikedupuy is describing. We have info@... and accounting@... shared inboxes. Tickets are getting created for general inquiries that come into info. When our support reps go to send an email on the ticket, it defaults to the accounting@... email address since it is first alphabetically. This creates all kinds of messiness and confusion in our accounting inbox and I'm sure it's very confusing for our customers as well.
We would really love to see the ability to set default from addresses when sending emails on tickets. @mikedupuy's suggestions are exactly what we are looking for.
+1 it would be great to be able to set it by pipeline, i.e. when they respond to a ticket in the 'support pipeline' by default the shared support email should be selected.
I hope HS implements this feature in their platform, I made a mistake sending an email campaign with my name and email instead of customer name and email noreply@....
I hope HS implements this feature in their platform, I made a mistake sending an email campaign with my name and email instead of customer name and email noreply@....
I hope HS implements this feature in their platform, I made a mistake sending an email campaign with my name and email instead of customer name and email noreply@....
We have the same issue where I work, we have different teams and now the team that doesn't have the latest added adress needs to remomber to change it manually every time. There should def be a setting in every ones porfile to choose there own default address and THEN be able to change is they want to.
Also need this! Clients are moaning about getting emails from different email address', we thought they all got sent from our main business email but apparently not. Now the team have to make sure they manually select from the drop down each time to choose the 'From' email address we want to use. Just need to be able to set it as our default!
Allow multiple catgegories of default email address to be set for sending emails.
Ideally this would include a few settings:
"Default" for direct new emails
"Default" for sequence emails (important! bigger volume of emails should be done from a separate email/subdomain)
"Default" for all replies to inbound emails (either "use the address that recieved the email" or "always set to ___"
Toggle on/off for "use the Latest Email Address sent from" as the From by default
Our pain right now is with sequences --> NAMELY that we actually can select the desired "From" email address while enrolling someone in a sequence. Great functionality! ...But it doesn't work, because the "From" just defaults to the most recently used sending email address.
It's not very encouraging that it's been over 5 years since this thread was opened and this feature still isn't available, but I'll add my vote.
Our support reps send emails from an alias account, but there is no way to set that alias as the default. They have to manually select it every time they send an email from the deal page.