Is there a way to prevent my sales reps from deleting notes and activities?

SOLVE
DanielK
Participant

Hi Community,

Can anyone tell me if there is there a way to prevent my sales reps from deleting notes and activities?

 

Thanks!

1 Accepted solution

Accepted Solutions
MFrankJohnson
Solution
Thought Leader

Q: Is there a way to prevent my sales reps from deleting notes and activities??

 

Short A: Unfortunately no @DanielK. Currently, there's no built-in (or add-on) HubSpot functionality that will allow this granular level of security.

 

Longer A:

An alternative solution may be to only allow Sales Reps access to edit contacts, companies that they 'own'. That way, they can only delete notes on contact and company records for which they're responsible.

(see image)

hubspot-crm-permissions-edit-only.png

 

 

 

Note: The date of each post here is increasingly important as HubSpot evolves to be the #1 CRM platform of choice world-wide.

-- Visit

 

Hope that helps.

 

Be well,
Frank


HubSpot's Hiring World-Wide!

View solution in original post

21 Replies 21
MFrankJohnson
Solution
Thought Leader

Q: Is there a way to prevent my sales reps from deleting notes and activities??

 

Short A: Unfortunately no @DanielK. Currently, there's no built-in (or add-on) HubSpot functionality that will allow this granular level of security.

 

Longer A:

An alternative solution may be to only allow Sales Reps access to edit contacts, companies that they 'own'. That way, they can only delete notes on contact and company records for which they're responsible.

(see image)

hubspot-crm-permissions-edit-only.png

 

 

 

Note: The date of each post here is increasingly important as HubSpot evolves to be the #1 CRM platform of choice world-wide.

-- Visit

 

Hope that helps.

 

Be well,
Frank


HubSpot's Hiring World-Wide!

View solution in original post

DanielK
Participant

Thanks Frank,

That confirms that there is no solution to my problem I guess.  This is a problem and hopefully something HubSpot will be looking into asap.

MFrankJohnson
Thought Leader

I hear you Daniel and I honestly tried to resist asking this question, but seriously wt#?

Why would any sales rep (with good intentions) resort to deleting valuable notes in their own contacts?

 

Seriously. Do we need to get the 'HubSpot Police' involved! haha (kidding ... no such thing)

 

Have a great day.

 

Note: The date of each post here is increasingly important as HubSpot evolves to be the #1 CRM platform of choice world-wide.

-- Visit

 

Hope that helps.

 

Be well,
Frank


HubSpot's Hiring World-Wide!

0 Upvotes
DanielK
Participant

You answered your own question.

Good day to you also.

0 Upvotes
MFrankJohnson
Thought Leader

Gotcha.

Had a client once who couldn't tell which rep was deleting notes from their CRM, so we added a custom contact property named 'zHubSpot Com' (multi-line text). Their sales manager used it to store notes before he added them to the Notes section in the timeline, but never told the team he was using it (or that it existed at all).

 

As time went on, the sales manager was able to 'restore' his deleted notes he found missing from the timeline. Guess the culprit thought the system was magically restoring the destroyed notes and eventually gave up their life of CRM crime.

 

Just a thought.

 

Note: The date of each post here is increasingly important as HubSpot evolves to be the #1 CRM platform of choice world-wide.

-- Visit

 

Hope that helps.

 

Be well,
Frank


HubSpot's Hiring World-Wide!

arj100
Member

we also need this requirement for regulatory purposes

 

Our UK financial services regulator, the FCA requires our CRM systems to be robust in the sense that information cannot be deleted in the case of a client complaint or general audit.

 

Is there another workaround this ?

shawnlin
Participant
If required by regulation, it sounds even more like a pressing need. Hope @KevinGrondin & HubSpot product team would take this important feedback into account ASAP and share with us a timeline.
KevinGrondin
HubSpot Product Team

Hey Daniel, this is Kevin from HubSpot's product team. I have a couple of questions about this if you have a moment:

 

1. Is there ever a scenario where you would want to allow users to delete their own activities on a record in the CRM?

2. Are there specific activity types (like calls, emails, or notes) that you would want to apply this to or would one catch all permission for activities be adequate?

3. Would an audit log of deleted activities with the option to restore them help fix this issue? If not, where does this fall short?

 

Thanks!

shawnlin
Participant

Hi Kevin,

 

This feature request is very much needed.

 

To your questions from my perspective, the most important activity is email which should not be deleted at all. If needed, i think a permission for deleting email activity will do. This is priority, to be done in phase 1.

 

The rest don't seem so critical but they can be important depending on business requirement. If needed, maybe another permission item for deleting other types of activity can be considered in phase 2?

KevinGrondin
HubSpot Product Team

Thank you for sharing your thoughts @shawnlin! Is deleting the primary action you are looking to control with permissions or is viewing/editing a concern as well?

shawnlin
Participant

Deleting is the primary concern, followed by edit, then view.

mcnest
Participant

We are in a similar boat. It would be helpful to block deletion of notes. The note history is super helpful and is almost there, the only problem is someone can just delete it. 

PMP71724
Member

Adding in that our company would love the visibility of an "activity log" of users. 

 

Our concern is we've built workflows to assign salesmen tasks and meetings, etc. and they just view them as automated responses and they can just delete them without oversight.....

 

We want dedicated sales producers who understand that HubSpot is a TOOL not a "task" they have to deal with..... Granted we aren't in a traditional business, but I would echo we NEED that functionality.... either via reporting or via permissions.... (permissions makes it really easy.... just restrict them from removing notes, tasks, meetings, etc)

PaulMB
Member

Hi @KevinGrondin, we are in the same boat from a regulatory point of view. We can't allow an employee/user to potentially remove a file/note/email after making a mistake to cover this up and then months down the line we are left holding the can, especially if they leave. From a legal point of view we need to protect our activities within the system. Have you made any progress?

KevinGrondin
HubSpot Product Team

Hi @PaulMB thanks so much for sharing your use case. I don't have any new updates to share but I will be sure to keep this post updated with any new information from our end!

Joemil
Member

Hi community,

 

Do we have any update for this issue?

mcnest
Participant

Agree, any updates? this seems like a small but super important update. Any enterprise-grade platform would require the need to prevent users from deleting a note history

0 Upvotes
ThiagoF
Participant

This is such a important and basic feature for a CRM, specially with Help Desk features.

It would be as simples as a check-box with: "Allow users to delete activities".

It would make Hubspot a much more trustable CRM, because not all the time you (the account manager) want to be checking the trash can, to see what your members have deleted. And also, deleted e-mail records can't be restored at all. The most important of all records. Makes no sense.

0 Upvotes
PamCotton
Community Manager

Hello @ThiagoF there is a new feature that allows changing the user permissions to delete objects as my screenshot below shows more about it.

permissionpermission

I hope this new feature helps.

 

Kindly,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !




ThiagoF
Participant

Hi @PamCotton , thanks for your comment. However, what this thread is discussing is "activities and engagement" exclusion, like notes, e-mails, calls, that are recorded inside objects (tickets, deals and contacts). There is an "almost there" scenario, where you could set an agent to have only "View" permissions on tickets for example, so they cannot delete any comments or e-mail registered inside. The only issue with that is that the agent won't be able to change ticket status, otherwise would be the perfect solution.

0 Upvotes
PamCotton
Community Manager

Hi @ThiagoF , thank you for providing more information, 

I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

 

Kindly,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !