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
ARich
Contributor

@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. 

MWilliamson8
Member

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

VRequesens
Member

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 

 

MarciaLuke
Member

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.

abiblu
Contributor

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.
abiblu
Contributor

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.
mikedupuy
Contributor | Gold Partner

Just wanted to jump in and bump this topic. 

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

dpr
Member

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.

abiblu
Contributor

I contacted HubSpot support and asked them to check on the status of this feature request with the product team, they said:

 

I brought the two feedback items to the Product team and got feedback that the feature isn't planned for this year (2021).

 

While there aren't any set timeline, the Product team has mentioned that they may look into prioritising this for next year (2022) instead.


Looks like 2022 is the year we may finally see this implemented, especially if people keep requesting it. Fingers crossed.

mcraciun
HubSpot Employee

+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. 

inigolekunberri
Participant | Diamond Partner

+1 this is a must 

mattheuv
Participant

Hello,

 

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@....

mattheuv
Participant

Hello,

 

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@....

mattheuv
Participant

Hello,

 

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@....

MMartinsson
Member

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.

ESullivan
Member

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!

ESullivan
Member

+1 vote on this!

fiberpunk
Contributor

+1 for sure. I have to say that tickets are one of the things in HubSpot that feel not quite as professional as they should be.

nickbudjml
Participant

Casting my vote!!!! 

 

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.

 

Super valuable! Here is my vote: +1

 

🙂

Hugs,

Nick

Screen Shot 2022-04-06 at 9.42.29 AM.png

EPhillips1
Member

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.