Never log emails from one domain, except for one email address of that same domain
User case:
I am talking about the Never log option. You can set HubSpot to never log certain emails from a certain domain. That's just fine, but if we want to exclude one of the email addresses from that domain, we have to copy all the other email addresses to make it work. Every time a new user is added to the HubSpot portal, the email address must be added to the Never log list.
We would like to see an option to the Never log where you can exclude on (or more) addresses from that domain.
Would very much make things easier to be able to log internal email conversations between departments on tickets/deals when you are a part of a bigger organisation that has to add the whole "@" domain to never log list.
My company has about 70 - people, but thanks to email aliases, distribtion groups, and functionality in Microsoft 365 we have hundreds of email addresses...and the list is ever-growing.
We recently tried moving our RMA ticketing proces into Hubspot and found that email replies from the customer were not being properly logged within the ticket. Through a weeklong process of trial and error and troublshooting we finally tried removing our internal company domain from the never log list, and instead added the hundreds of individual company email addresses (any that we could find, that is, because M365 goes rouge and generates new emails and aliases like a pair of bunnies in heat). We did NOT add the rma@ email alias - because we wanted the customer replies to be logged. Finally, after doing this, the customer responses were reliably logged. What this "work-around" means, however is that I have to check back regularly in hubspot (weekly/monthly) to make sure no new contacts were created at our company domain. This would indicate email addresses that I missed when I set up the hundreds of never-log emails. So this has become an on-going problem. and I bet a lot of companies with M365, which is most enterprises, will run into this problem whether they are currently aware of it right now.
A much simpler and cleaner resolution would be to allow exceptions via an "always log" list, so to speak. We could set our company domain as "never log" with the exception (always-log) of our rma@ email address. This solution would also be perpetual and wouldn't require regular maintenance.
Completely agree. It is necessary that Hubspot can incorporate a mailing list as exceptions when, for example, you work with commercial agents who must be tracked and who have emails from the domain of the excluded company.
Cesar
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