Connect a team channel to help desk

For example, if you connect support@mycompany.com to help desk, each incoming email will automatically create a ticket that your support team can manage and respond to.

A team email address is different from a connected individual email account, which is unique to a specific user and isn't shared with other team members. You cannot use the same email address as both an individual email account and a team email address in HubSpot.

Connect a team email address channel

To connect your team email address:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk > Channels.
3. In the Team channels section, click Team Email.
4. In the upper right, click Connect email address. 
5. Click the Send incoming conversations to dropdown menu and select help desk.
6. Click Next.
7. Click the Choose email provider dropdown menu and select Gmail, Office 365, or Other. If your inbox isn’t hosted with Office 365 or Google, or you’re using a Google Groups account or email alias to communicate with contacts, select Other. This allows you to forward emails from your mail client to help desk.

12. Please note: 

    • IMAP and Office 365 GCC High and DOD environments are not supported.
      
    • Team email addresses can only be used once. For example, you cannot connect the same email address to help desk and as a channel in the conversations inbox. If you try to connect team email address that is already connected to the conversation inbox, you'll get the error: The account is already connected to another tool in HubSpot. To resolve, learn how to move an inbox channel to help desk.
    • Your individual work email account can’t be used as a help desk channel. If multiple users need to send from the same address, connect it as a shared team email instead.
      
13. Review the terms for sharing this email account with HubSpot, then click I'm ready to connect.
14. Select or enter the email address you want to connect, enter your login credentials, and complete the connection process to allow HubSpot to access your inbox.
15. Click Next. 
16. To customize the from name that appears, click the From name dropdown menu and select one of the following: 

16. 1. Please note: you can only customize the From name for HubSpot-hosted email accounts. If you're using Gmail or Office 365, the From name is managed in your email provider and cannot be edited in HubSpot.

• • Agent and company name: contacts will see the user's name and the company name when they receive an email. Enter the company name in the text field.

  • Company name: contacts will see the company name when they receive an email. Enter the company name in the text field.

16. To include a team email signature:
    • Click Add team signature. This signature applies to emails directly from help desk. Learn how to set up your email signature for emails sent from CRM records.
    • In the text box, customize your team email signature in the Simple editor, or click HTML and edit the signature in HTML.
    • Use the rich text toolbar at the bottom to format the text, insert a link, or insert an image.
    • To insert a personalization token that will populate the sender's name, click the Insert Token dropdown menu and select Full name, First name, Last name, Email address, Job title, or Phone number. 

17. On the right, preview the from name and email signature, then click Next.
    
    
    
18. On the Set up tickets and assignment page, click the dropdown menus and select a Ticket pipeline, Ticket stage, and Ticket priority for new incoming tickets. 
19. To add a ticket property that isn't listed, click Add another ticket property.
20. Click the Assign incoming tickets to dropdown menu and select a routing option:

Please note: tickets can only be automatically routed to users with assigned seats. If the user does not have access to a seat, you cannot include them in your automatic assignment rules.

• • Customer agent: assign an AI powered customer agent to respond to support questions. If the customer agent can't answer, the ticket will be reassigned based on your handoff settings. Learn how to set up and customize the customer agent's handoff process.
  • Specific users and teams: assign incoming tickets to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
  • Team only (no specific user): assign incoming tickets to teams without assigning a ticket owner. Tickets will be routed to the selected team and will appear in team-based views, including My Team's Unassigned and My Team's Open. Only teams with at least one user who has a Service Hub seat can be selected for team routing.
  • Contact owner: assign incoming tickets to a contact owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the contact owner is unavailable, at capacity, or ineligible to receive tickets, the ticket will be routed according to the configured fallback rule. To configure a fallback rule:
    • Click the If there is no contact owner, assign to* dropdown menu and select an option:
    •  Specific users and teams: assign incoming tickets to the selected users or teams using your preferred distribution method.
    • No owner: leave incoming tickets unassigned when the contact owner cannot receive them.
  • Use skill-based routing: assign incoming tickets to users based on skills. For example, route tickets to users with the skill Python or French. Learn more about setting up skill-based routing in help desk.
  • Use assignment workflow: assign incoming tickets using a ticket-based workflow. Learn more about setting up ticket-based workflows.

21. Click Next.
22. To manage who can send emails from the team email, select Anyone or Specific teams and users.
23. If you selected Specific teams and users, click the dropdown menu and select the users and teams that can send emails from channel.
24. Click Next.

Edit team email channel settings

Disconnect a team email channel from help desk

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk > Channels.
3. In the Team channels section, click Team Email.
4. Hover over the team email channel you want to remove, then click Disconnect.
5. In the dialog box, click Disconnect.