Ideally, we would be able to limit people to view, edit and communicate with messages in the shared inbox based on the same "All, Team-Only, Owned-Only, None" degrees. This would be similar to the access granted on all other standard objects.
I, as a Solutions Partner, may need to get into a portal to set up shared inboxes snd channels for a client, but for security purposes, should not be able to see actual client data and interactions. Without limiting my access but not shutting off my Account Access, this is not possible.
@Rugland I have the axact same use case which is a pretty big problem for us. Have you found any decent workarounds for this scenario until the product team decides to prioritize this?
@JeppeNyrup Not really. Our implemtation partner has suggested to create multiple conversation inboxes and only give them access to.
So when a mail comes in to support@company.com we assign the ticket to an external agent. The agent then replies from support.externalcompany@company.com (different conversation inboxes can't send email from the same address) and often this leads to the mail getting picked up as spam in my tests. It also has the downside of me having to have as many conversation inboxes as there are Support Agents cause some customers requires NDA's to be signed specifically with them before any access to their data is given. Support emails often contains snapshots of customer data in our case.
So basically we're forced to consider if we can use hubspot at all for our ticketing or if we need to move.
Yes, general sales reps should only be allowed to access messages that belong to them. Our sales team feels that this should be a minimal feature and we expect Hubspot team to resolve this issue as soon as possible, otherwise this is a failed product and we will have to consider replacing our CRM system.
So with all the effort going into the new Help Desk view and everything. But this still remains as an issue as far as we can tell even if we switch to the new experience. This really needs to be solved.
We also really need the option to limit the users who have access to the conversation inbox! The option to select users and teams that can edit is not enough when everyone can still access and view each conversation. This is a major issue regarding GDPR and I hope you can solve it soon.
We also need this desperately. We only set Hubspot up recntly and I've been pulling my hair out going through all the user permissions to try to stop an agent that works for me seeing my private conversations with clients they do not own. It never even occurred to me that this could be intentional behaviour until reading this thread!
HubSpot, why hasn't this basic data protection issue been fixed?
