May 14, 2020 11:43 PM
Hi - I've been using hubspot, with the gmail addin and extension for quite some time. Everything has worked as expected. If I check the log box, emails are logged. If I check the track box, they get tracked. If don't check either, they aren't logged or tracked in hubspot.
All of a sudden, I'm finding that all my emails to a set of contacts in my hubspot list are getting tracked, even when I do not check the log or track boxes. These are email recipients who I do have set up in hubspot. I typically track and log the emails only when they relate to a potential deal. However, I'm finding now that they are all getting tracked and also getting associated with deals inappropriately.
May 19, 2020 4:55 AM
Thanks for reaching out.
Is it possible that you have connected your email address as a shared inbox?
In that case, emails will automatically be logged.
Maybe it would make more sense to connect the email address as a personal inbox in your case.
I hope this helps.
Jun 18, 2020 10:58 AM
I have the same issue and I don't have a shared mailbox connected. I have emails that I have purposely disabled Tracking and Logging for and they have made their way into Hubspot. This is a major issue when communicating confidential information, i.e. salary information for staff, etc. I have had to delete sensitive emails but there is most definitely an issue with this functionality.
Please can you let me know your thoughts?
Jun 19, 2020 5:12 AM
Do you use a sales extension?
If so could you double-check the logging settings?
Jun 19, 2020 5:26 AM
I will have a look at the Never Log functionality but my point is, if Hubspot are showing an Log and Track checkbox, from a user's perspective, if this is unchecked, it shouldn't log or track and it did. Does that mean that the functionality simply doesn't work as it should?
Never Log is also perhaps a little extreme. It may be a single email we want to exclude from tracking rather than a contact as a whole. Is that possible? This is what I thought the GMail checkboxes were for.
Thanks for coming back to me on this.
Jun 19, 2020 11:59 AM
Just want to say I agree all around with Helen on expectations of how this should work . Mostly it does - that is most of the time unchecking the boxes prevents tracking/logging - but there are definitely times when things get logged anyway. I haven't been able to determine under what conditions.
Also - is there some way to suppress notifications on a particular thread? I occasionally have situations where someone keeps repeatedly opening the same email, which can quickly eat up my monthly allowance.