Inbox Disconnected and No Notification

[abigailgn]

Our HubSpot support inbox was disconnected and we never received any type of notification. This is quite concerning because this is currently the only method that our customers have of letting us know if there's an issue with something, and now I have a ton of angry customers.

Also, as the account owner, I need to be able to see an audit log for any changes made in the system, at a user level. Is this being worked on?

[Scoobs]

It is essential that key personnel are notified when any inbox is disconnected. At the very least SuperAdmin.

[BérangèreL]

Hi @abigailgn,

Thank you for reaching out to the Community!

I would like to apologize for the frustration, data issues, and business impact this has caused.

I checked for you and you should be notified if your personal inbox has been disconnected. Only the user who connected their inbox should be notified in this case.

If this was a team email that was disconnected, all super admins will be notified.

I'd like to share these articles that might help you:

- Set up user notifications in HubSpot
- Not receiving HubSpot system or notification emails
- View and export account activity history in a centralized audit log

I also wanted to invite a couple of subject matter experts to this conversation @danmoyle, @JenBergren and @Jnix284 do you have any suggestions to help @abigailgn, please?

If you are still running into this issue, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription, and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a lovely day!

Best,
Bérangère

[danmoyle · Accepted solution]

Thanks for the tag @BérangèreL - I'd have shared the same resources (and maybe this one as well), and said the same thing about notifications. @abigailgn is it possible that an email notification came in and went to a junk or spam folder? It's not expected behavior for an inbox to get disconnected in HubSpot and not have the SuperAdmins receive a notification.