Ticket reply: Email warning

[JSchuhmann]

Hi Community,

we noticed since 2 days that some of our service team agents get a warning that they can't reply to a mail. The account user setting for these agents are the same as for others, but only 2 of them get the warning. 

The mails are still being send, but its confusing. This morning i got even reported that for the one agent it only appears when another mail gets added in CC, while for the other agents it's the other way around. 

Has anyone an idea what the problem is? 

[JSchuhmann]

Hi Karten, 

it says "You don't have permission to contact this recipient" . 

I have a theory that it has something to do with the new (I don't know how new) "Communicate" feature in Hubspot. Old Hubspot user accounts only have "Owned Only" permission and the checkmark at "Unassigned" and it works for them. No warning. 
While the two agents, who started in the last 1-2 months, need "everything" as permissions here. The strange thing is, old agents don't have to be the owner of the contact associated to the ticket, but they can still reply. This rule seems only to apply to new Hubspot users and only to new contacts.
At least that's what I saw today. not sure if i'm wrong.

[karstenkoehler · Accepted solution]

Hi @JSchuhmann,

That's exactly why I was asking, it is indeed related to the "Communicate" permissions:

While it wouldn't make sense, this feature might behave differently for new users versus old users. You might've stumbled upon a bug. In any case, I'd recommend reviewing user permissions in relation to this new (separate) permission.

Setting it "Everything" would be the solution here if there aren't any access reasons against it.

If that solves the issue for you, you can help others find this information by marking my post as an accepted solution. I'd definitely appreciate it.

Best regards!

[karstenkoehler]

Hi @JSchuhmann,

When the user hovers the mouse over the exlamation mark, is there a tool tip that explains the warning?

Best regards