Prevent Non-Service Users from Sending from Help Desk Email Addresses

What it is

Admins can now control who has access to Help Desk email addresses when sending one-to-one emails from a record page. Previously, any user could select a team email connected to Help Desk as their From address. Now, only users with the Service Access permission can do so. This is in public beta for Service Hub Professional and Enterprise.

Why it matters

This is the kind of admin tightening that prevents a specific recurring problem: a sales rep accidentally replying to a customer from a support address, which confuses the thread and routes the response somewhere unexpected. It also brings Help Desk in line with how Conversations Inbox already works, where users only see From address options they have permission to access. Small efficiency, but real for teams where Help Desk and Sales touch the same accounts. Help Desk has been getting consistent investment for the past year, and updates like this are the under-the-hood version of that work.