Nested Teams Selectable for Default Team Email in Help Desk

What it is

Admins can now select nested teams, not just top-level parent teams, when setting a default team email address in Help Desk. Previously, default email assignments were locked to top-level teams, which forced organizations with nested team structures into workarounds. This is available for Service Hub Professional and Enterprise.

Why it matters

This is the kind of update that does not make headlines but quietly removes a real source of confusion for organizations with layered team structures. When a regional support team needs its own default email but lives under a broader Support parent team, the previous limitation forced either an inaccurate assignment or a workaround through routing rules. Letting the nested team own the default email keeps responsibility where it actually belongs and reduces the chance of agents and customers ending up confused about which inbox a message landed in.