Search results by user ID 5962

Re: E-Mail Failures From Web Form

jdcard — Fri, 24 May 2013 03:31:30 GMT

Mystery solved: the failure notices are not sent using e-mail settings from our account, they are sent from methodintegration.com and are totally independent of any e-mail settings in our account. So, now I am back to trying to get my default e-mail settings to play nice with outlook.office365.com.

E-Mail Failures From Web Form

jdcard — Thu, 16 May 2013 04:58:29 GMT

We are using a web form to create new Case records. The configuration of the web form specifies that e-mail notification should go to a certain address (we'll say "support@ourcompany.com").

The form is submitted, the client's browser redirects to the specified thank-you URL, and a new Case record is created in the database. But we do not receive the expected notification message at support@ourcompany.com; instead, about 40 minutes later we receive this:

"Email Send Failure Alert | The following email failed to send. Method has tried to send this email via your specified mail server a total of 5 times, approximately 5 minutes apart, before giving up. | Response from Mail Server: The operation has timed out."

Now the bizarre thing: the failure message is received within seconds of the time it was sent (as most e-mail is). The original notification repeatedly times out, but the failure notice works. Both messages are using the default e-mail address configured in Method, both are sent with the same From address (support@ourcompany.com) and the same To address (support@ourcompany.com). Why does the original notification fail, but the failure notice doesn't?

Re: Capture Case E-Mail Traffic?

jdcard — Mon, 29 Apr 2013 14:49:37 GMT

Thanks for your response. So the short answer is "No, Method CRM cannot be configured to operate in the manner described."

We're trying to decide what modifications will be required to our case-handling procedures to work around this limitation. The Outlook plug-in may help, but, at best, it will require more time and effort from our case-handlers.

Capture Case E-Mail Traffic?

jdcard — Fri, 26 Apr 2013 21:42:23 GMT

We have been using another web-based CRM product that provides a way to capture all e-mail traffic associated with a support case. When the system sends any e-mail to a client regarding a case record the e-mail message has a reply-to address that automatically routes back through the provider's system to capture the content of the e-mail message before forwarding the e-mail message on to the assigned user.

This allows essentially all the back-and-forth exchange in handling support cases to be conducted via e-mail. We cannot rely on our clients to search for a link in the e-mail message they receive as confirmation of the case being opened, and more than a few of them have organizational security policies restricting them from opening links in e-mail messages. Our clients are accustomed to using e-mail for support and are resistant to having to figure out how to use yet another web-based system.

Is there any way to configure Method CRM to provide this functionality?