Restrict Use of Support Inboxes for sending

[lnorden]

Hello,

We have multiple Inboxes connected to our CRM for different support teams, and therefore have multiple "From" options when sending emails out. Our team members don't always check which email they are sending from, so emails are accidentally being sent from our various support inboxes instead of their individual emails. (For some reason, HubSpot does not always have their own email selected and they aren't always checking and changing it) This is creating a ton of work to correct later on.

I constantly remind everyone to check the "From" field before sending an email, but there has to be some other way to control this other than just hoping that every single person in the company selects the correct email every single time, we all know that's not possible. 

Anybody find any workarounds for this or is this perhaps in the works to be better controlled?  

Thank you!

[Jnix284 · Accepted solution]

@lnorden As far as I'm aware from previous experience and from what I could find in the knowledge base, this isn't possible.

To confirm - are those users added to the Inbox as users? Have you tried removing their permissions from the Inbox to see if it resolves the issue? If they don't have access to the email via the inbox, did they ever? I'm curious if they can access this email still for new contacts that don't have an existing thread?

Ultimately, I would suggest adding an Idea to the discussion for the product team to review. If you share the link back here, I'd be happy to upvote.

[TOlivo · Accepted solution]

When an email is connected to a support channel and is used to collect tickets, users are able to send emails from that address. There is currently no way to prevent users from sending form the email that is connected to the inbox.

For example, if an account has support@ connected as a sending address and tickets@ as an email address that is connected to the inbox to collect tickets, the user will have the option to send emails from support@ or tickets@. Limiting access to the later email address would prevent users from accidentally sending emails from tickets@.

[lnorden]

Hello,

Thank you for your response. I apologize for the delay, I was never notified that anyone had responded to my post. The issue is not on my end. I am the CRM Administrator for our company, the issue is with our users.

Simply put, when emailing a Contact from Hubspot, some of them are not paying attention to what email it's showing. The system does default to their own email addresses, but if they for whatever reason select an incorrect email, HubSpot then seems to be "sticky" and keeps reverting to that wrong email instead of their defaults, and my users just aren't checking to make sure it's the correct email so they are sending things from shared Inboxes and messing with our ticket system. 

I unfortunately can't change their behavior, I need a way to restrict users from sending from any shared inboxes. General users should be able to only acccess their own emails for sending. Is there anyway to achieve this? 

Thank you! 

[Jnix284 · Accepted solution]

@lnorden As far as I'm aware from previous experience and from what I could find in the knowledge base, this isn't possible.

To confirm - are those users added to the Inbox as users? Have you tried removing their permissions from the Inbox to see if it resolves the issue? If they don't have access to the email via the inbox, did they ever? I'm curious if they can access this email still for new contacts that don't have an existing thread?

Ultimately, I would suggest adding an Idea to the discussion for the product team to review. If you share the link back here, I'd be happy to upvote.

[lnorden]

@Jnix284 - No one other than myself has ever had access to this Inbox, but
everyone can still select it as an Inbox to send from when emailing
Contacts, I seem to have no way to stop this and I've had to turn off my
auto ticketing system because of it. This feels a bit ridiculous that I
can't control who can send from my support inbox. The bigger question is
why do all users arbitrarily have access to these Inboxes anyway?

I appreciate your time and help with this, I may try submitting it, I will
link it here if I do.

Thanks again.

[Jnix284]

Hi @lnorden I've had similar struggles with remembering to change the from address, I can confirm that the default is usually the shared inbox email and not their personal email when working from the Inbox.

It will show with their first/last name if you configure the settings that way, but it uses the group email address instead of their individual emails.

I think the intent here is to avoid the contact writing a new email to the individual instead of using the appropriate channel email.

This is an example of how the settings look for a connected email channel:

You can see that it's set to show my name, but that the email itself is the same for every user.

When I'm in the Inbox, it looks like this:

I can't remember if I had the option previously to change to my personal email when there was more than one, but looking at your screenshot, it looks like you might be sending an email from the contact record?

In that case, I can see all of the choices (for this inbox and others):

However, my personal email is the default from the contact record.

There isn't a setting for this that I could find - I'd be really curious to see how it's configured on your end to know why it's not defaulting to the correct user email address if your screenshot is in fact from a contact record.