Recently a client mentioned their emails were not being sent. After configuring inbound and outbound email, we thought we solved the problem. Then they come back and said their internal emails are not being received.
We did the obvious test: send an email from a CRM user to another user in the same organization.
First test email
Advanced find query – all received emails for CRM Admin (before fix)
“Wait. If the email was sent, I should have received it!” You’re right; you should’ve. But if this option is not enabled, CRM will reject all logic and only keep the sent email, not the received email.
As a system administrator, navigate to Settings > Administration > System Settings. Under the Email tab, you will see the option to “Track emails sent between CRM users as two activities”.
Email configuration settings
Once this is updated, internal emails will behave identically to external emails. The sender will have the original email they sent. The recipient will have a copy of the original.
Second test email
Advanced find query – all received emails for CRM Admin (after fix)
Understanding the simple fix to a potentially big problem is just one of the many solutions Webfortis brings to our clients. It will save you a lot of headaches and time.
