What is it?

Admins can now select nested teams, not just top-level parent teams, when setting a default team email address in Help Desk.

 

Why does it matter?

Previously, admins could only assign default email addresses to top-level teams, which limited flexibility for organizations with nested team structures. Allowing nested teams to be selected lets organizations manage communication defaults more accurately, reducing confusion for both agents and customers.

 

How does it work?

Prerequisites

Super Admin or Account Access permissions are required.

Navigation and Setup

1. In your HubSpot account, navigate to Service > Help Desk.
2. In the Ticket sources and routing section, click Channels.
3. Hover over a team email and click Edit.
4. Toggle Enable this email as the default reply email address on.
5. Click the Select Team(s) dropdown and select any team, including nested teams, to set as the default for that email address.

Technical Details

• - The system walks up the user's primary team hierarchy to find a configured default sender.
• - If no default is found at any level, the agent must manually pick a sender address when composing.
• - Only the primary team chain is checked; secondary team memberships are ignored.
• - If a user has no primary team, no hierarchy walk occurs and no default is set.

 

Who gets it?

Service Hub Professional, Service Hub Enterprise

Learn more

• Learn more on the Knowledge Base