Restrict email sending permissions by pipeline in Help Desk
Our company has several different email addresses connected to Help Desk, and access to connected email addresses should be restricted to pipelines they/their team have been assigned access to. Currently it's possible for users to send from any email connected to Help Desk.
We are currently testing all functionality before going live, and though the correct from address is set based on the tickets pipeline most of the time, we've already seen agents sending from the wrong email. This is an issue both for professional standards (support agents answering as accounting especially), as well as ticket sorting (new tickets created in wrong pipeline upon reply).
Happy to see the rapid implementation of new Help Desk features recently, and hope this can be implemented soon.
This is a must have fix! We recently switched over to the Help Desk, but realized after doing so that now anyone in our portal can send emails from our Support email box. A salesperson did so unknowingly! There must be a way to restrict permissions.
I find it pretty unnacceptable that we cannot limit viewer access to help desk pipelines.
We have multiple teams over various departments that want to use this platform. As it stands, all staff can access all pipelines and can use any group inbox to reply to any email without the ability to restrict much of anything.
We cannot put our compliance department and their various teams into the help desk because what they work on is confidential to their teams. This seems like such a base line core function need that just doesn't and hasn't ever existed despite requests for this within the older "Tickets" function going back to 2017. Are there any plans to restrict teams or users from view access to specific pipelines in the Help Desk?
This is causing a LOT of issues for our company. We would add a lot of seats if we could have the ability to truly make this Help Desk be multi-departmental.
This causing havoc in our system as well. Unfortunately, there is no way to mirgate back to conversations now, so we are stuck until we are able to add basic restrictions on Supports Channels. Please add this asap.
I support this request for change. It's simply inconceivable not to be able to restrict users to particular e-mail addresses. At the very least, make personal e-mail addresses the default (and not the last mailbox connected). Can't wait to see the live update in the instances I manage. Thx in advance.
Inbox/Conversation has the ability to limit to specific teams as senders. Help Desk lacks the limitation feature which leads to people sending emails from team addresses by mistake!
We can't trust new features (Help Desk) if it does not include full features as the basic ones (Inbox/Convos)!!!
I don't understand why we cant even limit the Help Desk to a specific team. Currently I have a user who can "only view Tickets" but as soon as they get into HelpDesk it's open season. And as stated above, limiting the sent email per pipeline seems like a huge oversight.
This is a must have fix! We recently switched over to the Help Desk, but realized after doing so that now anyone in our portal can send emails from our Support email box. A salesperson did so unknowingly! There must be a way to restrict permissions.
This was also an issue in the ticket servicing of hubspot but not in the inbox.
This is urgent and critically important for us to pass security audits and remain compliant with our industry's regulators. We cannot have overseas contractors and unlicensed users in the CRM having send access to the email address that we have used for the past five years to communicate sensitive financial account data to our clients.
I just learned of this loss of core functionality after migrating our primary support email channel to Help Desk. I've been left with two options to mitigate this risk until there's a fix: either delete the email channel from the CRM in the middle of the night and tie it back to the original Inbox from which it came, or remove all emailing ability from permission sets that are client-facing but not legally permitted to use the main support email. I'm going to have to go with the latter because I do not know what will happen if I delete our most important communication channel from the CRM.
When would it ever be ok for every user in a CRM instance with email permissions to be able to send from the primary support email, which Help Desk is specifically designed to do? This kind of feature scoping decision has knock-on effects beyond just a slight annoyance to HubSpot customers - this is exposing some customers' Contacts to legitimate risk.
dsnyder makes thorough comments on what we're all mentioning - this oversight puts all of HubSpot customers using Help Desk at critical compliance risk.
This should be a much bigger deal for HubSpot than it seems to be taken. This type of security measure was day one in all competitive platforms, but entirely forgotten about in the HubSpot development.
We simply do not have the option to protect customer data or prevent users from emailing on behalf of sensitive email outboxes. Email users are already having to be ultra sensitive to potential scams and fraud - and this doesn't help any of your customers look legitimate when anyone can email from any email channel. There's little to no security component to any of the Help Desk aside from limiting access by Pipeline.
Agree with TMeltzer? Why wasn't this part of the initial build? When emails are connected to the conversations inbox you have an "Access" tab where you can set which users and teams can view that inbox and subsequently use that email address when replying. In Help Desk, you don't have that option at all - why wasn't it just copied over? And there are greater ramifications even to teams who don't use Help Desk. Because you can't set default email addresses for certain ticket pipelines, there is the possibility of someone starting a new email thread on a ticket, and HubSpot automatically queuing up an email address for the send from email that that user shouldn't be using/shouldn't even have access to but because it is connected to Help Desk, they have access to it.
If users aren't careful, they will be sending emails regularly from the wrong email address and there's no way to make that easier for them right now. Please fix this ASAP.
Please mimic the solution from Inbox. This should be a standard feature
Right now it causes a big mess in ticket pipelines and looks unprofessional when eg. Sales accidentally send proposals using a Help Desk email that is dedicated for Customer support for a completely different market. Just because alphabetically it was the first sender email address on the list.
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