Default email in help desk

What is it?

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.

Why does it matter?

Default email helps support reps deliver faster and more efficient customer support, removing the risk of sending from the wrong email address and the need to double check the "from" field before sending.

For managers, default email makes it easier for large customers with multiple teams to adopt and segment help desk in a way that works for their organization.

How does it work?

How to use default email:

• Admin access is required to set default email
• This setting is off by default
• Navigate to Settings > Help Desk > edit the email address you would like to set as the default
• Click the toggle next to "default reply email"
• Select the team(s) who should have this email channel as their default
• Click save

The chosen default email will always apply to email sends from the help desk workspace except in two scenarios:

1. There is already an existing thread where the "from" address is different to the user's default. In that case, we will flag to the user the current "from" address is different to their default.
2. Drafts where the user has intentionally selected an email other than their default. In that case, the email will send from the address the user has chosen and not revert back to the default.

Please note:

• Team defaults only apply to a user's primary team, not extra teams.
• This change does not restrict access to connected emails in help desk. Users can still see and use other connected emails from the dropdown.
• These changes only apply within the help desk workspace; the default is not applied automatically in the CRM. That said, users do have the ability to set the default from address when sending from the CRM separately, and help desk channels can be selected here.

Who gets it?

Service Pro, Service Enterprise