Forwarded Emails Show Up in Sent Tab..

When I forward or create new emails in GMail, and send them to my Insightly email address, they show up in Insightly on the Sent page, instead of the Received page. A screenshot:

Do you ever forward / send emails to your Insightly account? Have you ever seen this behavior?

I contacted Insightly support about this and they said that when sending a new message, I should place the Insightly email address into the CC or BCC fields of a new message, and not the TO field. Example:

When I ran some tests, sending new messages using the CC and BCC fields, they all still show up in the Sent box.

Though I have an active ticket with Inightly support, I wanted to share a note here to see if anyone has experienced this, and how you may have addressed forwarding emails to your account.

Thanks.

0

Comments

15 comments
  • Hi Jeff,

    I had a few minutes so I tested some different scenarios. Note: Gmail is my default email program. Here's what I found:

    When I forwarded an email no matter where I put my Insightly address ("to" field only, "cc" field only, both "to" and "cc" and "bcc" fields, etc) all the emails went into my Insightly received box. This is expected behavior. 

    1. When I created an email and put my Insightly email address in the "cc" and "bcc" as recommended, the email also appeared in my received box. This is expected behavior.

    2. However, if I created an email and only put my Insightly email in the "to" field (not in the "cc" or "bcc" fields), my test email went into my sent box. This is expected behavior.

    The bottom line is that if you're forwarding or creating an email in your default email program and putting your Insightly email address in the "cc" or "bcc" field, then that email should appear in your received box, not your sent box. Since you're doing the above and emails still aren't appearing in your received box, then it sounds like something is wrong. I know you have a ticket opened so let me see if support can get QA can recreate what's happening. Thanks for your patience!

     

    0
    Comment actions Permalink
  • Thank you for taking your own time to look into this further. This is the third technical issue I have had with my account. The 2 others where reported to Insightly. After reporting it, they said that can not reproduce it, leaving me to just live with it. If you had not tested here, I feel this would have been the same.

    One question for you. When you sent emails from GMail to your Insightly account, was the GMail From address the same address that you have  registered to your Insightly account? I beleive that may come into play here. And do you use Google Apps?

    Also, I did try to log back in and run a few more tests. But when I click the Email page/link, I receive a 500 Error.I hope this can get resolved.

    0
    Comment actions Permalink
  • Also, can you explain what "This is expected behavior" means? If Insightly receives an email, no matter from what address/To/Cc/Bcc, etc, the "expected behavior" is that is shows up in the received tab on the emails page. If you mean it is the Designed Behavior, why was the design choice to do this?

    0
    Comment actions Permalink
  • Hi Jeff,

    I wasn't using Google Apps and My Gmail is a different address than my Insightly account. Is yours the same or different? I'd be happy to see what happens if I use the same account. I'm afraid I don't know the answer as to why email is setup up so that you need to either forward, cc or bcc your Insightly email address to have it in your received box.

    0
    Comment actions Permalink
  • Hello,

    Thank you for the reply.

    As mentioned in my support ticket, I am sending from a specific address, that is also my registered Insightly account address.

    Can you see why my Email page is down? https://youtu.be/-j6xsIkF1g8

    0
    Comment actions Permalink
  •  Hi Jeff,

    I heard that Katy is helping you on the Support side. I touched base with her and she's investigating your email issue and will be replying shortly. 

    0
    Comment actions Permalink
  • Thank you. All she has provided to me so far is the same thing that you have shared here. I also believe that she did not review the video I created/shared about this issue because she asked for a screen-shot of the issue. A video walkthrough of the issue doesn't work? This is turning into a very frustrating experience dealing with your customer support. One of the worst experiences I have ever had... and I work in the tech industry developing software and deal with a lot of people, customers, and tech companies each day. This is ridiculous.

    0
    Comment actions Permalink
  • Hi Jeff. I hear you and understand your frustrations. Support is working closely with engineering on your issue and they have been reviewing all your videos. They want to resolve this for you. It was a bummer to find out the fix engineering put in place didn't work. I'm sorry about that.

    0
    Comment actions Permalink
  • The fix they tried to implement was because my** Email page** is no longer working at all. Specifically, when I click on the Emails link on the left nav in my Insightly account, it comes back with a 500 error. I have no access to my emails. That fix did not work, and they said it will be a week to actually address it. So I no longer have access to these... for a week. And why did I have to email half your company before your support took this serious? I had to make multiple videos and run tests on my own. Ridiculous. 

    Within this specific post here, I am talking about the Sent / Received tabs and mailing being displayed on the wrong page. Even though I was doing what your support told me to do, it was not working. They replied with:

    --

    Here is the behaviour you can expect:
    In the SENT email box:

    To: with the Insightly email box address only
    To: with the Insightly email box address in the cc: field
    To: with the Insightly email box address in the bcc: field
    Forward: with the Insightly email box address in the cc: field
    Forward: with the Insightly email box address in the bcc: field

    In the RECEIVED email box:

    Forward: with the Insightly email box address only

    We are reviewing this to see if we can improve this.

    --

    This pretty much means that I have no way for Send an email TO Insightly without it showing up in my Sent tab.

    And again, if I did not push this for over 9 days to prove that what your group was telling me was just not working, they never would have even gotten to this point and confirmed it.

    Well done.

    0
    Comment actions Permalink
  • Insightly has confirmed that this is an issue, and that they are working on a resolution as we speak.

    There is also a second issue with some customer's Email pages. Specifically, when you click the Emails link in the left nav, it does not load. They are working hard to address this as well.

    I would also like to say that after a deeper discussion with their support, I have new respect for their work/product. From this side of the computer it is sometimes hard to know if their customer service/support is taking our issues seriously. I can now say, with certainty, that they are.

    0
    Comment actions Permalink
  • Hi Jeff,

    Thank you for writing what you did about support. They are an exceptional team and were meeting and scenario testing with engineering, and retesting again and again. And yet, I know how hard that could be to believe when you're a customer and you can't see what's going on. So thank you for understanding and for seeing that they take a lot of pride in their jobs and take your issues very seriously.

    0
    Comment actions Permalink
  • Just wanted to share that Insightly said that nothing was wrong with their current email flow, and would not be changing anything. So, when I send emails from my main email address to my Insightly email address, it still shows up under my Sent tab in Insightly. Pretty tough to manage emails coming in.

    0
    Comment actions Permalink
  • any luck on this?

    0
    Comment actions Permalink
  • Hi Kelly,

    Thanks for reaching out. What steps are you taking to send your email to Insightly and what's the result? I'd be happy to take a closer look. 

    Thanks for your time!

    0
    Comment actions Permalink
  • I'm having the same issue. I'm not actively putting Insightly in To or Cc, I'm using the Forward mechanism in Thunderbird with an archiving filter (so essentially I can archive to Insightly) I presume that sets the "To" address.

    More annoying is that there appears to be no way to merge the Sent and Received boxes. Most services I use allow me to keep both sent and received emails in the same folder, which is is something I always select .

    0
    Comment actions Permalink

Please sign in to leave a comment.