I am posting on behalf of a customer.
The Goal: We need the ability to restrict users from manually associating emails and activities to Tickets, without removing their ability to log emails, calls, and meetings on Contacts, Companies, or Deals.
The Current Blocker: Right now, the “Communicate” permission (Settings > Users & Teams > CRM tools) is a global setting. We have a strict automated triage process for support tickets, and we need to prevent users from manually associating random emails to tickets (which bypasses our automation).
However, if we change their “Communicate” permission to “None” to grey out that association checkbox on the ticket, it completely breaks their workflow for the rest of the CRM. They can no longer log calls or send emails from Contact or Deal records.
The Value / Impact: Adding granular, object-specific “Communicate” permissions (similar to how View/Edit/Delete permissions currently work for individual objects) would allow admins to enforce strict support processes on Tickets without crippling a user’s ability to sell or communicate on other CRM objects. This is a critical security and process-control gap for enterprise teams using both Service Hub and Sales Hub.