This is urgent and critically important for us to pass security audits and remain compliant with our industry’s regulators. We cannot have overseas contractors and unlicensed users in the CRM having send access to the email address that we have used for the past five years to communicate sensitive financial account data to our clients.
I just learned of this loss of core functionality after migrating our primary support email channel to Help Desk. I’ve been left with two options to mitigate this risk until there’s a fix: either delete the email channel from the CRM in the middle of the night and tie it back to the original Inbox from which it came, or remove all emailing ability from permission sets that are client-facing but not legally permitted to use the main support email. I’m going to have to go with the latter because I do not know what will happen if I delete our most important communication channel from the CRM.
When would it ever be ok for every user in a CRM instance with email permissions to be able to send from the primary support email, which Help Desk is specifically designed to do? This kind of feature scoping decision has knock-on effects beyond just a slight annoyance to HubSpot customers - this is exposing some customers’ Contacts to legitimate risk.