Auto Reply Email setup on Inbound Email settings does not work

Hi All,

The problem i reported is resolved.

The issue was with the FROM address set on the Inbound Mail settings, which had to be on a certain domain(abc.com.au) belonging to the client. (though the mailbox is a gmail one). So any email imported that had the gmail address on FROM , the auto response was not sent. so, the the issue can be classified as a setup error, however i don't see any documentation from sugar mentioning this (unless i did not look for the right one!)

We use Amazon SES mailing platform which is set as the System Email settings (Outbound) and any email, which validates the email address and if it does FROM the accepted domain (abc.com.au) it does not allow the email to be sent from Sugar.

Thanks for your support and advise. 

Hi Vijay,

Can you say how you worked around this issue? 

We are struggling with finding out a solution to a very similar situation: 

 => Customer sends an email in to one of our dedicated (gmail) group email addresses, each having its own Active Sugar inbound email 

=> the gmail server adds "via" + the support email address to the sender's original, evidently based on the Sender's server security settings (gmail documented)

=> Sugar scheduler collects the emails from gmail for the inbound and creates a case, linking the email to the Case, contact to email, etc.

=> when the support teams work the Case and reply to the email from Sugar, the "Reply-to" addess is the appended "via"  so the customer never receives the email. 

Because this doesn't always happen, one has to be vigilent to notice who their are repying to when in fact all the other information on the case appears correctly - and they know who they should be replying to. So they remove the incorrect address, use the address book to search 20K plus contacts, etc to located the sender. 

I'm wondering if Sugar will be addressing the over-arching issue of reconciling senders coming into Sugar with "via" affixed so replies reach the Contacts. 

Thanks for any info on how you all averted your issue as well. 

Missy Brooks

(Hosted Sugar Serve / Sell)

Hi Vijay,

Can you say how you worked around this issue? 

We are struggling with finding out a solution to a very similar situation: 

 => Customer sends an email in to one of our dedicated (gmail) group email addresses, each having its own Active Sugar inbound email 

=> the gmail server adds "via" + the support email address to the sender's original, evidently based on the Sender's server security settings (gmail documented)

=> Sugar scheduler collects the emails from gmail for the inbound and creates a case, linking the email to the Case, contact to email, etc.

=> when the support teams work the Case and reply to the email from Sugar, the "Reply-to" addess is the appended "via"  so the customer never receives the email. 

Because this doesn't always happen, one has to be vigilent to notice who their are repying to when in fact all the other information on the case appears correctly - and they know who they should be replying to. So they remove the incorrect address, use the address book to search 20K plus contacts, etc to located the sender. 

I'm wondering if Sugar will be addressing the over-arching issue of reconciling senders coming into Sugar with "via" affixed so replies reach the Contacts. 

Thanks for any info on how you all averted your issue as well. 

Missy Brooks

(Hosted Sugar Serve / Sell)