Allow replying from Help Desk using a generic email address for tickets created via other channels,

[SROUANI]

We’d like to request a feature enhancement for the Help Desk tool.

Our goal is to reply to tickets from a generic email address (e.g., support@company.com), when tickets are created through channels like forms or inbound calls.

At the same time, we’d like to prevent HubSpot from automatically creating new tickets when emails are sent to this generic address — we only want to use it for outbound replies.

Today, we find ourselves blocked, not being able to reply to tickets created through forms from helpdesk, because we need to use a generic adress, but by activating the generic adress, all incoming emails create tickets.

This setup would allow us to centralize communication while keeping full control over how tickets are created.

[RubenBurdin · Accepted solution]

There is a new product beta that might help you with your issue, namely Default email in help desk. Its description says the following:

"Default email allows admins to set a default email address by team in help desk. For many large multi-team support orgs with many different channels connected to help desk, not having a way to set a default email means that support reps risk accidentally sending from the wrong one, creating confusion for both the rep and their customer.

This feature will allow support teams to handle their tickets quickly and with confidence, knowing that the "from" address will always be what they expect."

Keep an eye on the HubSpot product updates page, you often find solutions to your needs or new functionality that you're looking for. Best of luck!

[Jaycee_Lewis]

Hey, @SROUANI This is probably a better for the Ideas Forum. If you create a new Idea and add a link back here, I'll give it an upvote to help get things started. — Jaycee