SkyDesk Mail Add-On

SkyDesk Mail Add On:

SkyDesk Mail Add on is the integration between SkyDesk Mail and other SkyDesk services like SkyDesk CRM or SkyDesk Recruit etc. This enables you to track the email communications between a particular contact/ lead in CRM or the email transactions between a recruiter and a prospect candidate. The SkyDesk Mail Add on mainly depends on the email address, using which the Mail Add-on is configured. You need to configure the Mail Add on in the respective SkyDesk Service, before you can view the correspondences in SkyDesk CRM or SkyDesk Recruit. 

When you configure your Mail Add-on in the SkyDesk CRM or SkyDesk Recruit you can choose either your SkyDesk hosted account or any of the POP accounts configured in SkyDesk Mail.If your account is not hosted with SkyDesk, you can configure your mail add-on by configuring your external account as POP in SkyDesk Mail. However SkyDesk Mail cannot be used as an IMAP client and external accounts cannot be configured via IMAP.

When configuring Mail Add on, you can choose any of the accounts listed in SkyDesk Mail Settings >> Mail Accounts section. 

 Domain Hosted with SkyDesk:

If your domain is email hosted with SkyDesk, you can directly configure the SkyDesk hosted account as Mail Add on account in SkyDesk CRM. Further SkyDesk Mail provides POP/ IMAP features, which allow you to send/ receive emails from webmail or any email client and everything will be in sync with your SkyDesk CRM account.

Emails sent from CRM, with SkyDesk Hosted accounts:

If your domain is hosted with SkyDesk, any email your send from SkyDesk Mail will be automatically linked to the contacts/ leads in SkyDesk CRM. If you send an email from SkyDesk CRM, the emails will be available in other email clients like Outlook/ Thunderbird/ iPhone etc. Your emails will be in sync across the devices you use. 

Emails sent from Outlook/ iPhone etc., with SkyDesk Hosted accounts:

When you send an email from Outlook/ iPhone etc from SkyDesk hosted accounts, a copy of emails will be automatically places in your Sent folder and hence seamlessly linked to your SkyDesk CRM leads / contacts. Similarly the emails will also be available in other devices, if you use IMAP

Advantages Email Hosting with SkyDesk:

  • Centralized management of user addition/ deletion using Control Panel
  • Password Reset options for users
  • IP Restriction for Organization users
  • IMAP emails in Sync
  • Advanced Email Organization options
  • Optimal Integration between CRM and Mail 

POP email accounts (Domain hosted elsewhere):

If your domain is hosted with any other provider, you can configure your account via POP in SkyDesk Mail.  When you configure your external account as POP in SkyDesk Mail, the mail will be in fetched phases and the emails will appear in SkyDesk Mail in batches based on your POP retrieval settings. Based on the size of the mailbox, it may take 1 to 3 or 5 days for all emails to be fetched to your POP account. 

By default, if you have Mail Add on, the user will be a personal user with respect to SkyDesk Mail and the total storage available for account is 5GB (including the POP accounts). 

Currently retrieving emails via IMAP from externally hosted accounts is not possible.

Emails Sent From SkyDesk CRM/ Mail:

If you have enabled Mail Add on,  unless you send mass emails from CRM, the emails will be sent based on the configuration of your 'Email Address' in the Send Mail section in SkyDesk Mail. This applies when you send email from the Mail Tab in CRM or from SkyDesk Mail. 

 Custom SMTP Server:

You can configure your email address to use Custom SMTP servers to send emails from SkyDesk CRM (Mail tab). Based on the behavior of your SMTP server, a copy of the email will be available in your Outgoing server. These emails are generally not available in other POP clients which you may use like Outlook/ Thunderbird. 

You can manually copy your address in cc or bcc, to get a copy of the sent emails in other email clients or your own server.  

 SkyDesk SMTP Server:

Alternatively, you can configure your other email address to send emails using SkyDesk SMTP server. When you use SkyDesk SMTP server, the outgoing limits of SkyDesk Mail applies to the address. The recipients who read the emails, in some clients like Outlook, may see an sent 'On behalf of' tag along with your SkyDesk address. 

When you send an email from SkyDesk Mail in either way, to your existing contact/ lead, the email will be automatically associated with the contact/ lead in SkyDesk CRM.  The copy of the email will be available in the Sent folder of CRM. 

 Sent Emails appear in Inbox when sending from the other provider account: 

If you are using an external provider and use POP account for mail add on, the emails you send directly from your provider will be retrieved via POP in SkyDesk Mail and hence will be available in the Inbox in SkyDesk Mail. This is the default POP behavior.

You can create a filter in SkyDesk Mail to move the emails to your Sent folder automatically. Only after you move the emails, they will be visible under ‘Sent’ emails in SkyDesk CRM.

Steps to create Filter/ Rule to move emails to Sent folder automatically: 

  1. Login to https://mail.skydesk.jp
  2. Click Settings » Mail » Filters
  3. Click on Add Filter and provide a name for the filter.
  4. Provide the condition as SENDER contains 'your email address'
  5. Set the action as 'Move to Folder » Sent'
  6. Save the Filter

Once you have created the filter, the emails that arrive in your Inbox with from address as the specified email address, will be moved to the Sent folder directly. 

 Sending Emails from other mail clients (Outlook/ iPhone/ Thunderbird etc):

When you send an email from another client like Outlook, those emails will not be available for POP download, for other clients, as this is the default POP behavior. In this case, to retrieve those emails, when you send an email from other email clients, add your own email address in cc or Bcc to retrieve those emails in SkyDesk Mail.

You also need to set up email filters to move such emails automatically to the Sent folders. Only the emails in the Sent folder will be featured as ‘Sent’ emails in the Contacts/ Leads section. However, if you are hosting your account in SkyDesk, when you send emails using any email client, a copy of the email will automatically be available in SkyDesk Mail Sent folder without any other work around. 

 Microsoft Exchange Server accounts:

If the external account is an exchange server account, it also needs to be configured as POP in SkyDesk Mail. The availability of POP access to your account need to be checked with your email administrator.

 Exchange Emails marked as Read after POP retrieval: 

When a user configures an Exchange account (or any other Email account) as POP, SkyDesk Mail does not alter the status of the messages in Exchange. 

This is the behavior of some versions of Exchange server, with certain configurations, to mark the RETR retrieved emails as Read. You can refer to this Microsoft article about the behavior of Exchange Server.

The KB article from Microsoft mentions the Exchange version as 2000. However, the behavior seem to be the same in 2003, 2007 and Office 365 servers also. 

When emails are retrieved via POP (by any client), Exchange server marks them as Read, based on some configurations. 

http://social.technet.microsoft.com/Forums/en-US/exchangesvrclientslegacy/thread/2246f847-be37-4e03-ab1e-88c2b46a7e60

Hence you can check with Microsoft for any recent fix or patch that is available for the issue to resolve this. The users may alternatively use SkyDesk CRM Outlook Plugin, instead on Mail Add on. 

Email Forwarding to SkyDesk Mail:

You can also get the help of your Exchange Administrator and configure rules in Exchange/ Other domain hosted accounts to auto-forward the emails to the respective SkyDesk Mail accounts. Exchange also offers an option to forward the Outgoing emails, using which you can get the emails sent from any other client in SkyDesk Mail also. 

 Google Apps Accounts:

Enabling POP in Google Apps Accounts:

If you want to retrieve only new emails in SkyDesk, choose the option 'Enable POP from now on' in Gmail/ Google apps. By this only the emails that arrive from now on will be retrieved in SkyDesk Mail. If you want to retrieve only the past one months emails, use the recent mode in SkyDesk Mail. 

  1. Log in to your Google Apps / Gmail account
  2. Click the Gear icon to launch the Settings 
  3. Locate POP Access 
  4. Choose 'Enable POP from now on' or 'Enable POP for all messages'

You may otherwise enable POP for all mails in Gmail, which will retrieve all the emails from from your account via POP. Refer here for detailed Google documentation about Gmail/ Google Apps POP behavior. 

 Captcha Unblock:

When a user configures a Gmail or the Google Apps account as POP in SkyDesk Mail, for some accounts, the email fetching may stop after sometime. This happens when Google Apps locks the POP access of the email, and prevents further download via POP. You need to use the Captcha Unlock option, to start retriving emails.

The url for Captcha Unlock is  https://www.google.com/accounts/DisplayUnlockCaptcha. If you are not yet a transitioned user, you need to use the url and replace your domain name in the url: https://www.google.com/a/<your-gapps-domain.com>/UnlockCaptcha.

Ex: For the domain zillum.org, the URL for Captcha Unlock will be https://www.google.com/a/zillum.org/UnlockCaptcha

Sometimes even if you unlock the Captcha the emails may not be downloaded. The reason may be the number of emails in your Gmail POP queue. You may need to switch to the recent mode, or change your setting to delete mails from the Server queue to start receiving emails 

 [AUTH] Web Login Required:

When a user configures a Gmail or the Google Apps account as POP in SkyDesk Mail, for some accounts, there is an authentication error specifying Web Login Required. In some cases, the users get an alert about the access from SkyDesk Mail when they login to their account. Once they identify and allow, the POP account is configured and the email from the account is fetched via POP to SkyDesk. In some cases, the user needs to login to the Google Apps account and allow access to 'Less Secure Apps' to receive emails via POP protocol.

 Refer here for corresponding Google documentation.

 Delete Mails from Server - GApps behavior :

When you configure your Google Apps account as POP, when the number of emails retrieved via POP exceeds a certain number, the POP download is stopped. This is the behaviour of Google POP server. Hence to clear emails from the queue and start retrieving emails again, you need to set 'Delete mails from Server' in SkyDesk Mail Client. Unless the POP behavior is in Recent mode, this does not delete the emails from the Server. The emails get removed only from the POP retrieval queue. 

  1. Log in to https://mail.skydesk.jp
  2. Click Settings » Mail » Mail Accounts
  3. Click on the Edit icon across the Google Apps account to be modified
  4. Select 'Delete mails from Server' in the Delete settings. 
  5. Provide the Google Apps password
  6. Make sure that you are not in 'Recent' mode. 
  7. Click Save to save the changes

 Multiple POP Clients - Recent Mode:

If you access your email using multiple POP Clients, you need to switch to Recent Mode, to retrieve the emails in all POP clients via POP. Gmail suggests the usage of Recent Mode in such cases to retrieve emails in all the POP clients. The Recent mode will retrieve only the past 30 days emails and not the previous emails. 

Steps to switch to 'Recent mode' for Google Apps accounts in SkyDesk Mail: 
  1. Log in to https://mail.skydesk.jp
  2. Click Settings » Mail » Mail Accounts
  3. Click on the Edit icon across the account to be modified
  4. In the user name field, specify recent: <your Google Apps username>
  5. Provide the Google Apps password
  6. Make sure 'Leave Messages on the Server' is checked.
  7. Click Save to save the changes 
When you send emails from SkyDesk Mail, the sent emails get retrieved twice in recent mode. This is to ensure that all email clients get updated with the Sent emails also. You need to set up a filter in SkyDesk Mail, to move the emails to the Sent folder. 

 SkyDesk Mail - CRM Integration:

When you receive an email in your SkyDesk Mail account you can add the recipient, directly as CRM Lead/ Contact or Potential.

If you receive an email from an existing contact, you can directly add a task/ event/ note to that contact in SkyDesk CRM from SkyDesk Mail itself.  Once added, the task, event, note will be visible in your SkyDesk CRM, under the particular Contact/ Lead. The CRM Contextual Gadgets are available in SkyDesk Mail for Mail add on users. The detailed information about various CRM Gadgets are available in this help page.

 SkyDesk Mail Address Book:

By default, the address book in SkyDesk Mail has the email address from your contacts in SkyDesk Contacts. If you have subscribed for SkyDesk Mail Add on, the address book in CRM will feature the email addresses from your SkyDesk Contacts. Similarly the auto fill for SkyDesk CRM Mail Add on users will have a section to select email addresses from SkyDesk CRM Contacts/ Leads.

 Errors when retrieving email via POP

 Authentication failure when retrieving emails:

When SkyDesk Mail retrieves the emails from your POP server, it retrieves the email using the password you have provided when configuring your account. In case the password has changed in your server or the password has expired, the server returns an authentication failure error.

If there are subsequent failures for 10 times, the account will be automatically disabled. You can edit the account and the account will be re-enabled once you provide the correct password in the Mail Accounts page. Refer here for instructions to update your password. 

 Connection failure when retrieving emails:

When SkyDesk Mail retrieves the emails from your POP server, it first connects to the server in the custom port number you provided when configuring your account. If your email POP server is down or not available or refuses connections, the connection failure occurs. 

If there are subsequent connection failures for 50 times, the account will be automatically disabled. You can edit the account and reenable it after you make sure that the server is available in the given port number. Sometimes, it is possible that your POP server refuses connection to SkyDesk Mail servers alone, in which case, you will be able to access the POP via other clients like Outlook. Hence you need to communicate to your Email Administrators that you are accessing your account via POP in SkyDesk Mail and hence allow SkyDesk Mail servers to access your accounts. 

 Certificate error - PKIX Error when retrieving/ sending emails:

If your server support SSL, but provides an invalid certificate, you may get an 'Invalid Certificate Error'. You may need to contact your email provider, to check if the server has a valid registered SSL certificate from a certified Vendor. 

  1. If your server has a self-signed certificate, you need to get a standard and valid SSL certificate from a vendor, without which you will not be able to configure your account in port 995.
  2. If your provider uses a standard SSL certificate, and you still receive Certificate Errors during configuration, please contact support@skydeskmail.com with your Mail Server Details and port number.

 Authentication failure when sending emails:

When you send an email from your external email address through Custom SMTP Servers, the email is sent using the chosen SMTP Servers. Certain SMTP Servers require authentication while sending emails. If the password set up in the server does not match with the password provided in SkyDesk, you may get an authentication failure error when sending emails.

In this case, you need to update the correct password in the ‘Send Mail As’ section in the Settings page.