Email replies not showing up under Received

When I send an email from insightly, it would be nice if the reply would automatically show up in insightly. However, I need to manually save the reply using the Gmail gadget.

Have I set up insightly incorrectly or is this a current limitation?

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Comments

14 comments
  • Hi Tim. You have Insightly set up correctly. Replies don't automatically go back to Insightly because we want to put the controls in each user's hand to decide what they want to go in. This also let's each person manage their record limits most effectively. Right now, there's is no rule you can set but if you feel this is something important then definitely post it to Product Feedback so the community can vote and comment. Thanks!

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  • You're kidding. Isn't this a really basic feature of CRMs?

    Is there any workaround so I don't have to keep going into gmail hitting the Save Email button, and then switching back to insightly?

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  • With you on this Tim

     

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  • I agree with Tim 100%.  That's crazy.

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  • Hi folks! Thank you for posting feedback on this! 

    While we don't have any plans to change this feature currently, all of the feedback we get is definitely helpful in the way that we shape our software and the features we add/take away. 

    Thank you for taking the time to let us know!

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  • Agreed- We are using Insightly right now - but this lack of feature is causing us to look for an alternative.  Like Tim said - sort of a basic feature of CRM

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  • Don't forget to click the arrow up top to add your vote, if you haven't already :)

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  • I have the opposite problem. I will send an email to a Contact from my Gmail account (with a BCC to my Insightly email address).  When the Contact replies their response ONLY appears in Insightly.  It bypasses my Gmail account completely and never shows up there.

    To complicate matters further, my Contact's email response only shows up in my Insightly Home activity feed.  It does not show up in the Email Sent or Received windows.

    We are losing important communication with our customers as a result. Why might this be happening?  What can be done to prevent this from occurring in the future? 

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  • My problem is even worse. I'm attempting to beta test Insightly for our needs and I sent a test email to a "customer", then sent a reply from that account. I can't find that email anywhere.

    I've checked:

    1. Insightly's inbox

    2. My Email

    3. My Email's junk folder

    I've seen some info about changing settings with my email provider, but if the email doesn't even show up in the junk folder, it doesn't seem like that's the problem. I don't know how to troubleshoot this and am about to start researching alternatives.

     

     

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  • Hello Fun Director:

    That is odd, because it sounds like the BCC field is not being masked by your email service if your Contact is able to reply. Do you have any automated rules set up in your Gmail account?

     

    Hi Meg:

    Insightly uses a third party service (Mandrill) for sending emails out. When an email is sent out, they add data in your email that helps return statistics to your inbox.

    Some email service providers will block emails that have this data, we've seen email replies blocked on the sender side (your customer) and on the receiver's (your) inbox. 

    We wish there were other options to change but there are many outside variables that can not be controlled.

     

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  • Where are you with the initial topic?

    This is indeed crazy if we cannot get all emails (send/received) rattached to a lead / client...

    This is a basic feature for a CRM. And this topic has been opened more than 2 years ago!! We are considering insightly, zoho and prosperworks... this might unfortunately make our choice easier...

     

    Please provide us quickly with an answer. If it is not a feature planned to be operational very soon we will just stop wasting our time on a product that won't fit our needs.

    Best

    Nicolas

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  • Hi Nicolas,

    A sent email will be linked to the contact if sent through your Insightly account; however a received email with the reply will not since Insightly wants its users to have the ability to manage their record limits. You may want to show your support for this under Ideas & Suggestions.

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  • It's been 2 years your users ask for such an important feature.

    3 possibilities : 

    -You don't even know what a CRM is used for if you don't see the need for that feature.

    -You don't give a damn about what your customers want.

    -You don't want to provide a useful tool.

     

    In any case do what you want with my comment, I uninstalled your solution and I will probably never use it again, due to the lack of consideration for user feedback. 

     

    Zoho is WAY more polished and well thought...

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  • Hi Nicolas,
     
    I'm sorry this didn't work out for you. We understand that we're not the perfect fit for everyone. We really value the requests our customers make -- that's why we created the Ideas & Suggestions area of our Help Center. We wanted to there to be a formal, central place so any customer to submit their suggestions for improvements and other customers could show they were important by voting them up. While we would love to fulfill every request, we have to take into account time and resources and that's why votes are such an important guide. If by chance things change, we hope you will consider Insightly as a CRM solution for the future. 
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