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Hi all, I am really struggling with having a team collolaborate in system emails on Acumatica. Issues are around mail security and the workflow of how mails comes in and out and is actioned etc across a team.
It’s likely that I am misunderstanding how mail should work in the system or it’s not configured properly.
I’m wondering if there is someone out there who really understands how the system email functionality works who wouldn’t mind sparing about 20 mins over a chat so I can pick your brain. Thanks in advance.
Phil, the system email accounts are purely used to configure your generic email accounts such as info@domain.com or no-reply@domain.com to communicate from Acumatica to your customers one-way out, also you can use to process any incoming responses and take necessary actions like support@domain.com to create a new case if emails are sent etc.
You can also configure individual or specific email accounts so sales reps can send emails to their customers and interact with their list of customers. You can also use Acumatica Exchange option and decide to sync both ways or one-way, or you could use outlook integration plugin and tie the email address and tag certain activities too ....
Hope this gives you a general idea on how to configure system emails based on your business.
You might also want to chime in on this Feedback Idea:
hi guys thanks for the feedback. The way we work is primarily with team emails - sales@ accounts@ service@ etc
If we want to send an email directly we will do that from outlook. However, more often than not we want to communicate as then system email, with a personalised signature, so that any reply can be handled by anyone in the team, collaborating across the mailbox.
If we don’t do that, what if the person from the sales team that sends an email is away for the next two weeks, no one will see the reply. So for us system mailboxes are ideal and critical.
We also want all the mail linked to an entity, so it is easy to track all of the communication against a sales order, purchase order etc
for the most part this works ok. We are using workgroups to control security. So when an email comes in via sales@ it is automatically put in the Sales workgroup. Only members of that workgroup can see the email.
However, outgoing mail is not put into the workgroup unless done manually each time. Moreover, reply’s to those emails - even though they come via a system mailbox - are not placed into the workgroup because the original outgoing mail was not in the workgroup. This makes batch emailing invoices or remittance etc useless, because replies are easily missed.
also, if I send an email that is tagged to the sales@ workgroup with accounts@ on cc, and the client replies to accounts@, it will still be tagged to the sales@ workgroup on the way in, even thought it came via the accounts@ workgroup.
The workgroup seems to be the only way we can control security - ensuring warehouse team cannot seer accounts emails for example - yet by enabling workgroups we then face another range of limitations as above.
I would love to understand how I am supposed to use the system when working with teams that have to collaborate daily.
Hi @philtr,
You might want to repost this Discussion Topic in the new official Acumatica Community forums here:
https://community.acumatica.com/everything-else-119
Here on AUGForums.com, most of the forums will now focus on reporting, with the exception of general topics in the Everything Else (click here) forum and the AUGForums.com Real Talk Podcast (click here) where we'll continue to focus on real Acumatica customer stories (click here if you'd like to participate).
For more info about how AUGForums.com compares to the new official Acumatica Community, checkout this post:
https://www.augforums.com/augforums-com-vs-the-official-acumatica-community
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