invisible emails

[MVitale2]

A user of my company owns the ticket, the deal and the contact.

Nevertheless he cannot see any email sent by this contact and already associated with the contact, deal and ticket.

Only I (as super admin) am able to see the email.

Can you help?

thank you

[MVitale2]

the strangest thing is that associating the email to the new owner, he's still not able to see it.

I don't really understand why

[karstenkoehler · Accepted solution]

@MVitale2 assignment of emails cannot be changed, as far as I know. "Created by" and "Assigned to" are the same for emails. You probably associated the activity to a contact record corresponding with the desired owner – that doesn't affect permissions at all.

You would have to adjust permissions for emails so that the user is either within the same person as the user who sent the email or that the user can see all emails.

[karstenkoehler]

Hi @MVitale2,

Have you confirmed that this user is looking at an unfiltered timeline? https://knowledge.hubspot.com/records/filter-activities-on-a-record-timeline

If yes, have you also checked that this user has permissions to view all emails? https://knowledge.hubspot.com/user-management/manage-user-permissions

These are under CRM permissions and separate from record view permissions, unintuitively.

Best regards!

[MVitale2]

thank you

- check his screen (user) and mine (super admin)

-  why should I allow him to see all emails when contact, deal and ticket is assigned to him?

[karstenkoehler]

@MVitale2 I'm not saying the permissions make sense, just stating how they work - from user to user. If the email is not assigned to the user and the user does not have view team (assuming an email assigned to a team member) / view all permissions, they don't see the email. I recently flagged this with a product manager, but for now, it is what it is, unfortunately.

[MVitale2]

thank you for your help.

I have just a free plan.

And unfortunately I haven't found a way to assign an email, which was sent to a old user, to a new owner