Email

Overview

Administrators can setup and manage mail accounts for inbound and outbound emails, including campaign emails, using the options defined in this section.

Email Settings

Use this option to configure a mail server for outbound emails, enable email notifications to users when records are assigned to them, and specify which HTML tags, such as applets and frames tags, to strip from incoming emails before displaying them in Sugar.

To configure email settings

1.	In the Email section of the Administration page, click Email Settings.

2.	In the Outgoing Mail Configuration sub-panel, enter information for the fields listed below.

To add Google’s Gmail server, click Prefill Gmail Defaults. The system fills in the SMTP Server and SMTP Port fields with the Gmail server’s address and port number respectively.

From Name. Enter the sender’s name; for example, the name of your organization.

From Address. Enter the sender’s email address.

3.	Select your email provider, such as Gmail, Yahoo, or Exchange. If you are not using any of these, click Other.

4.	Enter the email address and password for the specified provider.

5.

Allow users to use this account for outgoing email. Select this option to allow all users to use the account, for which username and password were provided, to send emails using the outgoing mail server used to send system notifications and alerts. If you do not select this option, users will have to provide their own account information when using the outgoing mail server.

6.	Click Send Test Email to check if the settings are valid. If they are not, Sugar displays an error message.

7.	In the Email Options section, you can specify the following settings:

Assignment Notifications. Enable this option to send email notifications to users automatically when records are assigned to them.

Send Notifications from assigning user’s email address . Select this option to send notifications from the email address of the user who is assigning a record to another user.

Delete related notes and attachments with deleted emails. When you select this option, related notes and attachments are deleted when an email is deleted.

8.	In the Email Security Settings section, you can specify the following information:

Select Outlook Default Minimum Security Precautions. Select this option if you do not want to strip the Style tag, which is used by Outlook.

Toggle all options. Check this box to strip all the listed tags from emails in the Email client. To strip some of the listed tags, uncheck this box and then select individual tags to strip.

9.	Click Save to save the settings; click Cancel to exit the page without saving your changes.

Inbound Email

Use this option to create and manage group mail accounts, and bounce handling accounts.

Group Mail Accounts: Allow multiple users to view and import emails from an external mail account. When you receive emails that are addressed to your organization but not to any particular user, you can route it to a Group mail account such assupport@example.com or sales@example.com. Users can subsequently distribute emails in the Group mail account to other users.

Bounce Handling Accounts. A bounce handling account stores campaign emails that bounce back to you due to incorrect email addresses. You can create a bounce handling inbox separately for each campaign, or you can create one that is common to all campaigns. The system tags every bounced campaign email with a unique identifier that enables you to identify the campaign.

Creating Cases from Emails. When you create a group mail account, you can set it up to automatically generate cases from inbound emails. The email’s subject line is copied to the case’s subject line and the body is copied as the case description. The email is related to the case and is listed in the History sub-panel of the case’s Detail View.

Optionally, you can use the auto-reply template to automatically notify customers that you received their email. You can also to set up the template to notify them that a case has been created to resolve the issue. The Subject line of the email contains the number of the newly created case. The case number format follows the Case Macro setting that displays on the Inbound Email Home page. Sugar imports an email and associates it with a case based on the Subject line. When users send an email from the detail page of a case, the case number appears in the Subject field of the email.

The Case Macro field displays the default case macro string. To customize it, you can change CASE to a different word, but you must preserve the rest of the string.

To set up a Group mail account

1.	From the Actions bar on the Inbound Email tab, click New Group Mail Account.

Sugar displays the Group Mail Account page on the screen.

In the Mail Account Information section, enter information for the following fields:

Name. Enter the user’s name, or an alternate name for the mail account.

Mail Server Address. Enter the address of the external mail server.

Mail Server Protocol. Select IMAP from this drop-down list. Additional fields display on the screen to select the folder you want to monitor, a Trash folder to store deleted emails, and a Sent folder to store copies of outgoing emails.

Monitored Folders. This field displays when you select IMAP as the protocol. By default, the system monitors the Inbox. To monitor other folders, click Select to view a list of available folders in the external mail account. To select multiple folders, hold down the Shift key or the Ctrl key. After you select the folders that you want to view in Sugar, click OK to view them in your inbox.

Trash Folder. To select a Trash folder from the Folders list, click Select. After you specify the trash folder, click OK.

Sent Folder. To add a folder to view your outbound emails, click Select. After you specify a folder, click OK.

Status. From the drop-down list, select Active to activate the Group mail account or Inactive to deactivate it. Users cannot view emails from a deactivated account.

User Name. Enter the username to access the mail server.

Password. Enter the user’s password to access the mail server.

Mail Server Port. Enter the server port number.

Use SSL. If your mail server supports secure socket connections, selecting this box will force SSL connections when importing emails into Sugar.

2.	In the Email Handling Options section, enter information for the following fields:

From Name. Enter the name of the person or company that will send the emails.

From Address. Enter the email address from which emails will be sent.

Reply-to Name. Enter the name to which you want replies to be addressed.

Reply-to Address. Enter the email address associated with the Reply-to name.

Allow User to Send Emails Using “From” Name and Address. Select this option if you want to enable users to use this account’s Fromname and address as their Reply To address.

Import Emails Automatically. Select this option to create email records automatically in Sugar for all incoming emails.

Create Case from Email. Select this option to create cases automatically from inbound emails. When you select this option, you will need to specify how the emails are distributed in the Distribution Method field.

Distribution Method. This field displays only when you select the Create Case option and allows you to select Round-Robin or Least-Busy. With the Round-Robin option, the system distributes cases evenly among all users within the specified team. With the Least-Busy option, the system distributes cases to the least busy user within the team assigned to the Group folder.

New Case Auto-Reply Template. This field displays only when you select the Create Case option. You can use a Case Replytemplate to set up an automated response notifying email senders that a case has been created to resolve their issue. You can select an existing template from the drop-down list, or click Create to create a new template. The response contains the system-generated case number in the subject line of the email. The body of the email for which the case was created displays below the template text.

For information on creating email templates, see Creating Email Templates.

Auto-Reply Template. Use this template to set up an automated response notifying email senders that you received their email. From the drop-down list, select an existing template, or click Create to create a new one. If both templates are selected, Sugar will respond to the sender with the Create Case Reply template instead of the Auto-Reply template.

No Auto-reply to Domain. To exclude a domain from receiving the automatic email response, enter the domain name. It is common to specify your organization’s domain to prevent auto-replies from being sent to your organization’s members.

Number of Auto-responses. Set the maximum number of auto-responses to be sent to a unique email address during a period of 24 hours.

3.	Optionally, click Test Settings to ensure that the settings are accurate.

4.	Click Save to save the settings.

The system creates the mail account and displays its detail page.

To set up a bounce handing mail account

1.	Select New Bounce Handling Account from the Inbound Emails Actions bar .

2.	Enter the required information as described in To set up a Group mail account.

3.	Optionally, click Test Settings to ensure that the settings are accurate.

4.	Click Save to save the settings.

The system creates the bounce handling account and displays its detail page.

To manage group mail accounts and bounce handling accounts

•	To view the details of an account, click its name in the Inbound Email home page.

•	To activate and deactivate multiple accounts, or change team assignments, select them in the List View and use the Mass Update panel to make the changes.

•	To edit an account, click Edit in the Detail View, revise the information, and click Save.

•	To duplicate an account, click Duplicate in the Detail View. The system creates a new mail account and displays the Edit View. Edit the details as needed and click Save.

•	To delete a mail account, select it from the List View and click Delete. Alternatively, click Delete from the Detail View. To delete multiple group mail accounts, select them in the List View and click Delete.

Campaign Email Settings

You can specify settings for email campaigns from the Campaigns module. From the Administration Home page, you can change some default values, namely, the number of emails sent per batch and the location of the campaign tracking files. You can also specify whether you want to keep copies of campaign messages or not.

To configure campaigns email setup from Campaigns module

1.	On the Campaigns Actions bar, select Set up Email.

The Email Setup section displays the default values for the following. You can enter new values, if needed:

From Name. Sugar display the name entered on the Email Settings page.

Mail Transfer Agent. Select the mail transfer protocol from the drop-down list. SMTP is the default protocol.

From Address. The email address for the sender.

Note:

The name, address, and mail transfer agent information that display on this page reflect the default values set on the Email Settings page. Hence, any change that you make to these values reflect on the Email Settings page and not the Campaign Email Settings page that you access from the Administration Home page.

SMTP Server. Enter the name of the SMTP server.

SMTP Port. The system displays the SMTP port number.

Use SMTP Authentication. To use SMTP authentication, check this box and enter the email account username and password in the fields that display below.

Enable SMTP over SSL or TLS: Select either SSL or TLS from the drop-down list.

In the Mass Mailing Options section, enter the information shown below. You can also enter this information using the Campaign Email Settings option on the Administration Home page.

Number of emails sent per batch. Enter the maximum number of emails to send per batch.

Location of campaign tracking files. Campaign tracking files log responses from campaign targets. If you are running Sugar on an external network, select Default to accept the default location. However, if your Sugar instance is behind a firewall, then choose User Defined and specify the path to your external web server in the field below. Ensure that you create a file named index.php to handle requests for three different types of entry points: campaign_trackerv2, removeme, and image, and place the index.php file in the path to your external web server. This index.php file must point to theindex.php file located in the root directory of your Sugar instance.

Keep copies of campaign messages. The Default is No. Selecting No will store only the template of the campaign message and the required variables to recreate the message.

Selecting Yes will save a copy of all email messages sent during all campaigns in the Sugar database. This takes up space in the Sugar database and slows down performance. Hence, it is strongly recommended that you use the default setting.

2.	Click Next.

The page displays existing bounce handling mail accounts.

3.	To create a bounce handling mail account, click Create New Mail Account.

4.	Enter the mail account information as described in To set up a Group mail account and click Next.

The system displays a summary page that lists the specified settings.

5.	Click Save to save the settings and create a bounce handling inbox; to navigate back to the previous screen, clickBack; to go back to the Campaigns Home page without saving any of the specified information, click Cancel.

To configure campaign email setup from the Administration page

1.	Navigate to the Emails section on the Administration Home page, and select Campaign Email Settings.

Sugar displays the Campaign Email Settings configuration page on the screen.

2.	Specify mass mailing options as described in To configure campaigns email setup from Campaigns module

3.	Click Save.

The updated settings display on the page as well as on the Email Setup page of the Campaigns module

Email Queue

Use this option to view, send, and delete mass campaign emails that are in the queue for dispatch. The system sends out the email only after the start date/time has passed. After a campaign email has been processed, you can view its status in the Campaign module. The system tracks statistics such as the Sent date and number of times an email delivery was attempted.

Use the Scheduler to run nightly mass email campaigns as well as to monitor bounced campaign emails. For more information on scheduling email mailings, see Scheduler.

To manage queued emails

1.	To send out campaign emails, select the campaign in the Queue sub-panel below and click Send Queued Campaign Emails.

You can select more than one campaign at a time.

2.	To delete campaign emails, select the campaign in the Queue sub-panel below and click Delete; click OK to confirm the deletion.

3.	To search for a specific campaign, enter the campaign name, or recipient name, or recipient address in the Search fields above and click Search; click Clear to clear the search fields.