I considered putting this into CRM, but it seems more general. We’re struggling keeping track of inbound emails from customers and vendors. Here’s the scenario:
- The system sends out an email to a customer, such as a statement or an invoice. We have configured the report to send from our “NoReply” address (the default for the admin admin account).
- The customer actually pays attention to the instructions and does not reply. Instead they forward the email back to our “Credit” address. Since they forwarded the email, it still has the tag in the subject line.
- Our Credit address is an inbound address for Acumatica that creates a case
- The system receives this email. If it were a new email, it would create a case for the Credit team. But since the sender forwarded the original email with the subject line tag, it is treating it as a response. It stores the response as an activity on the customer, and there seems to be no notification to anyone that this email exists.
- The system may notify the business account owner, but this is set to the primary salesperson for the account, and, well, let’s not talk about salespeople and emails.
We see this same issue on other email threads, but this one is the best (and most recent, since it happened yesterday) example. Ideally, no matter where the email winds up, we’d always like the response to go to the email address that the email was sent to and follow the rules for that email. An acceptable workaround would be a separate notification to the intended recipient with a link to the email so they at least know that the email exists.
