Last updated: August 26, 2025
Available with any of the following subscriptions, except where noted:
Service Hub
Professional
,
Enterprise
|
If you have multiple team email addresses
connected to help desk, you set a default email address to send for each team. While reps can still select a different address when necessary, this default will be used as the
From address for all new emails sent from the help desk workspace. This helps streamline responses and reduces customer confusion caused by emails coming from multiple sources.
Permissions required Super Admin or Account Access permissions are required to set a default email address in help desk.
Before you get started
- When replying to emails on an existing thread, the From address will match the one used in the original conversation. It will not default to the selected team email address.
- Drafts retain the email address that was selected at the time they were composed. They will not automatically update to use the default team email address.
- This setting applies to emails sent from within the help desk workspace only. Learn how to set a default email address for one-to-one emails.
Set a default team email address in help desk
- In your HubSpot account, navigate to Service > Help Desk.
- In the Ticket sources and routing section, click Channels.
- Hover over a team email and click Edit.
- Toggle the Enable this email as the default reply email address switch on.
- Click the Select Team(s) dropdown menu and select the teams you want to set the default email address for.
Please note: the default email address in help desk only applies to a user’s main team, not any extra teams they’re part of. Learn more about managing teams in HubSpot.
- Click Save in the bottom left.
Once enabled, all replies in help desk for the selected teams will be use the specified email address by default.
Learn more about responding to tickets in help desk.
