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Email

The Email section includes topics covering creating, configuring, and troubleshooting email accounts in Sugar.

Topics

  • Adding Reply-To Links to Email Templates

    Sugar emails are sent by the From Name and From Address specified by an administrator via Admin > Email Settings. This means that any replies to the sent email message will be sent to Sugar's outbound email address. Organizations may not want email or campaign recipients to reply to Sugar's system email address which is often an unmonitored mail account. While it is not possible to override the default reply-to address in an email template, you can create a link in the message body that the recipient can click on in order to reply to the proper address. 

  • Adding an Image to Email Signatures

    Users can create custom email signatures that may then be included on emails composed within Sugar®. This allows you to easily place consistent text, images, links, etc. at the bottom of your emails for a professional and branded look.

  • Automatically Associating Emails With Cases

    Sugar's inbound email functionality allows emails to be automatically related to existing cases. If the email's subject line contains the special case macro when imported into Sugar through an inbound email account, these emails will automatically be associated with the corresponding case. This article with cover how to include the case macro in an email so that the reply email will be automatically related to the case. We will also cover configuring the case macro to suit your business needs.

  • Automatically Creating Cases From Inbound Emails

    When a person sends an email message to a monitored email account, Sugar can automatically create a case and send a reply email to the sender.

  • Changing Emails' Character Set

    Use the section below to provide a short description of the problem. This section is used by other pages to provide an abstract of this page.

  • Configuring IMAP Exchange to Use Unicode (UTF-8) Fonts

    Some users encounter issues when using SugarCRM with an IMAP Exchange Server. These issues may include:

  • Configuring Personal Email for Common Providers

    Sugar® allows users to easily configure one or more personal mail accounts (e.g. Gmail, Yahoo, and Microsoft Exchange) to view and send emails from within the application. Emails received by the mail accounts can be imported into Sugar and related to various existing records (e.g contacts, accounts, or leads). This article will cover the process of setting up personal email accounts via the Emails module for the most common email providers, Gmail, Yahoo, and Microsoft Exchange.

  • Configuring "Send As" Permissions With Exchange

    There may be occasions when you wish to configure your Sugar® instance so that outbound emails are sent using a different "From" address than the sending email address. This can be useful when you want to send campaign emails or assignment notifications from an address other than the one configured in Admin > Email Settings. This article will cover how to configure "Send As" permissions with Exchange so that users can send emails from Sugar using a different "From" address than their own. For information specific to Gmail or Office 365, please refer to the Configuring "Send As" Permissions With Gmail or Configuring "Send As Permissions With Office 365 articles.

  • Configuring "Send As" Permissions With Gmail

    There may be occasions when you wish to configure your Sugar® instance so that outbound emails are sent using a different "From" address than the sending email address. This can be useful when you want to send campaign emails or assignment notifications from an address other than the one configured in Admin > Email Settings. This article will cover how to configure "Send As" permissions with Gmail so that users can send emails from Sugar using a different "From" address than their own. For information specific to Exchange, please refer to the Configuring "Send As" Permissions With Exchange or Configuring "Send As Permissions With Office 365 articles.

  • Configuring "Send As" Permissions With Office 365

    There may be occasions when you wish to configure your Sugar® instance so that outbound emails are sent using a different "From" address than the sending email address. This can be useful when you want to send campaign emails or assignment notifications from an address other than the one configured in Admin > Email Settings. This article will cover how to configure "Send As" permissions for Office 365 so that users can send emails from Sugar using a different "From" address than their own. For more information specific to Gmail or Exchange, please refer to the Configuring "Send As" Permissions With Gmail or Configuring "Send As" Permissions With Exchange articles. 

  • Configuring Your SMTP Server to Work With Sugar

    A lot of useful functionality (notifications, emails, campaigns, etc.) depends on SugarCRM being configured with an outbound email server (SMTP). Setting up an SMTP server in SugarCRM is as simple as navigating to Admin > Email Settings, choosing "SMTP" as the mail transfer agent, and entering the server information. A fully working setup, however, may require additional configuration including changes on your email server.

  • Configuring Your SMTP Server to Work With On-Demand

    A lot of useful functionality (notifications, emails, campaigns, etc.) depends on SugarCRM being configured with an outbound email server (SMTP). Setting up an SMTP server in SugarCRM is as simple as navigating to Admin > Email Settings, choosing "SMTP" as the mail transfer agent, and entering the server information. A fully working setup, however, may require additional configuration on the email server.

  • Configuring the "From" Address for Outbound Email

    You may wish to specify what name appears in the From area on an email sent from Sugar. Some email servers will also allow you to specify a From Address that differs from the address used to send the email.

  • Creating a Default Email Signature

    Sugar® provides the ability for each user to create one or more signatures that can appear on emails. While you may have several different ones to suit various purposes, you can also create and define a default signature which will appear automatically whenever you compose or reply to an email. This article covers how to create a default email signature in Sugar. 

  • Configuring Sugar to Email More Than 10 Recipients at Once

    In a basic installation of Sugar, a user can only include up to 10 recipients in an email composed in the Emails module. In general, emails to more recipients should be handled through a utility like the Campaigns module. Campaigns, however, do not provide the ability to maintain an ongoing discussion via reply-all email threads. This article explains how to increase the maximum allowable recipients that users may add to an email composed in the Emails module.

  • Embedding Images in Emails

    Sugar allows images to be embedded directly in emails through the use of email templates. There are two ways to go about embedding images to the email templates. Publicly accessible URL references for each image may be added to the email template. Alternatively, image files may be attached and embedded to the template. In addition to allowing the use of images, email templates can also be especially useful when sending the same or similar content multiple times.

  • Enabling Sugar Email Archiving

    With Sugar Email Archiving, emails are automatically archived and linked to Sugar records simply by being sent to a special address. This allows for archiving from any email client without the use of a plugin or other syncing process. The service is available for Sugar Professional subscriptions and above. For more information about the service, please refer to About Sugar Email Archiving.

  • Introduction to Sugar Email Archiving

    With Sugar Email Archiving, emails are automatically archived and linked to Sugar records simply by being sent to a special address. This allows for archiving from any email client without the use of a plug-in or other syncing process. The service is available for Sugar Professional subscriptions and above.

  • Preventing Stalling of Automatic Email Import

    When Sugar® is configured to automatically import inbound emails (e.g. group inbound emails and bounce emails), the associated schedulers (e.g. "Check Inbound Mailboxes" or "Run Nightly Process Bounced Campaign Emails") retrieve new emails from the active accounts specified in Admin > Inbound Email. The import process looks for emails marked as "unread", imports them into Sugar, then marks them as "read". A problem occurs, however, when a particular email cannot be imported, is therefore not marked as "read", and Sugar cannot import other new emails even on subsequent scheduler runs because it continues attempting to import the problem email. The problem email essentially causes Sugar to get stuck.

  • Replacing Sendmail on Sugar On-Demand

    Sendmail is not a valid option for sending emails from instances hosted on Sugar On-Demand. This prevents the situation of the sending domain not matching the sending email address. 

  • Troubleshooting Outbound Email Using Command Line

    When emails are failing to send from Sugar, there are a variety of potential causes. Please refer to the article Troubleshooting Outbound Email Using Sugar Logs to discover what error messages your email server is returning. If you are unable to resolve the issue based on this top-level error message, it may be necessary to connect to the email server via command line to see precisely what is failing. This testing method typically provides a more granular error message that greatly helps in resolving the issue.

  • Troubleshooting Outbound Email Using Sugar

    If emails sent from Sugar are not being received, there are a few potential causes which can be identified by testing within the application. If the Assignment Notification emails are specifically not being sent, please refer to the article Troubleshooting Assignment Notifications.

  • Troubleshooting Assignment Notifications

    Sugar can be configured to send email notifications to a user whenever another user assigns them a record. When a user reports that they are no longer receiving these notifications, there are several potential causes.

  • Troubleshooting Connecting Sugar to Gmail

    Sugar® instances may fail to connect to a Gmail account due to Google attempting to prevent suspicious activity. This issue can be encountered when any user is configuring a personal inbound email from their Emails module or when an admin is configuring a Group or Bounce-Handling account via Admin > Inbound Email. The resolution steps are the same for both and will be discussed in this article.

  • Troubleshooting IMAP Permission Denied Error

    When configuring your personal incoming email via the Emails module or, as an administrator, configuring Sugar to receive emails for a group or bounce-handling account via Admin > Inbound Email, you should always test the IMAP settings to ensure things are working correctly. After entering the IMAP credentials, use the Test Settings button. This article addresses the situation when testing the connection to an IMAP email account fails with the following error:

  • Troubleshooting Outbound Email Using Sugar Logs

    If you find that outgoing emails, including the Test Email Settings, Workflow Alerts, Assignment Notifications, or Reminder Emails do not appear to be sent by Sugar, or are not being received, you can make use of Sugar's logging from within the application to troubleshoot potential causes. For more information about Sugar's logging capabilities, please refer to the article Introduction to Sugar Logging. While the below method will provide the top-level error that your email server is returning to Sugar, you may wish to refer to the article Troubleshooting Outbound Email Using Command Line for more in-depth insight into the source of failure should the Sugar Log's error message be insufficient.

  • Understanding Email Templates for Campaigns, Workflows, and Advanced Workflow

    Sugar's core product includes several places where email templates can be created for different purposes. This article describes each template and when it is appropriate to use them.

  • Using CSS in Email Templates

    Even the most experienced web designers will find that using CSS in an email template can be tricky and downright frustrating. While most major web browsers try to respect certain standards to ensure that web pages appear the way their designers intend, the email clients that will render an email template are far less consistent. Here are ten important best practices for styling HTML email messages from code view.

  • Using Single Line Returns in the TinyMCE Text Editor

    Single line returns in the TinyMCE text editor display as double spaces. This is because TinyMCE uses the HTML paragraph tag for hard returns which results in a double-spaced effect.

Last modified: 08/31/2016 03:02pm

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