Hi all,
Some of our users can see the snippets but can’t click on them. They don’t appear to be greyed out, yet they can’t be selected/clicked when composing an email from a ticket.
I couldn’t find any relevant settings in the permission sets, and clearing the browser history didn’t help either.
Thanks in advance for your help.
Hi @fca78,
Just to confirm – visually, there is no indicator that would convey that the user is not allowed / blocked from selecting that snippet?
If so, this sounds like a browser issue. Can these users:
Best regards
Thanks for your fast response @karstenkoehler
Correct. All seems normal exept the snippet can’t be clicked.
We have tried all listed suggestions without success. (except for another browser, as Edge is the only one we have installed on our company laptops)
@fca78 in that case, I’d recommend reaching out to HubSpot support directly (in-app via chat or email) – who can check directly within your portal if there’s anything amiss.
We found the issue. This is related to a recent change by HubSpot to ensure the access controls set by users is respected.
Our snippets included personalisation tokens such as a salutation at the beginning of the mail (contact property). These properties were assigned to some specific users and teams. When setting the access control back to “everyone can view and edit”, user could click on the snippets again.
