100% agree and shocked this idea doesn’t have more upvotes/traction. This is a MAJOR pain point. HubSpot, pleas solve this for your admins and users! This is very cumbersome and time consuming to fix.
Several of our teams rely heavily on HubSpot notifications and recently, there was an Outlook outage for a couple of hours. During this time, HubSpot tried sending several of our users email notifications and they bounced. Even though things were resolved with Outlook, HubSpot still thinks those users’ emails are bad so it continues to drop email notifications to them. As an admin, I would have been none the wiser if a user hadn’t notified me that they weren’t receiving notifications anymore.
After talking with HS support, I was kinda given the run around to figure out what the issue was (HubSpot vs IT vs Email Provider) and finally figured it out. HubSpot Support said they’d have to unbounce every email 1 by 1 so I needed to provide them a list. We have 110 active users in HubSpot. We were able to run some reports on who was getting email notifications a week ago and who hasn’t received any since the Outlook outage - but we’re not able to tell if they should have recieved them and didn’t or if there just haven’t been any notifications to send those users since the outage. I now have a list of about 47 I have to send to HS support to check one by one if they’ve bounced and unbounced them. This is cumbersome for everyone involved. There’s gotta be a better way.
Current Pain Points:
- Require users to be paying attention and notice that they haven’t received notifications in a while. They also have to decide to notify their admin. The longer they take to notice and notify someone, the more notifications they may miss.
- Admins and HubSpot Support don’t have visibility in HS to see how many users on the account this is affecting. Our IT team checked our tennant and didn’t see any emails sitting in quarantine because HS didn’t even try to send the notification emails, so we didn’t know it was a problem. HubSpot just assumed the people would bounce again so they didn’t even attempt to send the emails, so our IT team has no idea who isn’t getting emails that should be.
- HubSpot support can’t unbounce everyone in bulk, they have to do each email one by one which is annoying and time consuming for them and frustrating for us.
- Email notifications that were not sent are lost and cant be ungated to the user, so they may miss important notifications, reminders, etc.
- Creates HubSpot distrust with our HubSpot Users and causes them to do duplicative work to keep track of tasks/reminders externally so things like this don’t happen again.
Requests:
- Similar to contact records, it would be great to see deliverability status for all users in HS for admins. It would also be great to get a notification that someone is unable to get notifications. Then we know which emails to provide to Support to unbounce so we aren’t providing them with an unnecessary volume and issues can get resolved much quicker so fewer notifications are missed
- Additionally would be great if we could just unbounce them IN BULK ourselves once we know things are resolved with our email provider. Saves everyone time and energy.