Replying to cases created via Group Email accounts

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  • ps40
    Junior Member
    • Sep 2019
    • 13

    #1

    Replying to cases created via Group Email accounts

    We recently upgraded from 5.x to 9.x. In 5.x we were able to create cases from an email account. When we replied to the case the email would go out. This is no longer working. I get an error 'invalid credentials'. I am assuming that this needs to be configured in 'Admin > Outbound emails'. I have created an 'app password' which didn't work. I was hoping to see an oauth mechanism but there is no button for that either.

    Please advise.
  • victor
    Active Community Member
    • Aug 2022
    • 905

    #2
    - Did your Group Email Account, Administration > Outbound Emails, or both stop working?
    - Maybe you were using a Group Email Account for Outbound Emails: https://docs.espocrm.com/administrat...ystem-default?
    - Which email service are you talking about: Gmail, Outlook, or something else?

    Comment

    • ps40
      Junior Member
      • Sep 2019
      • 13

      #3
      Hello,

      The Group email account is working via the google integration extension we purchased. But Outbound emails via gmail is not working.

      Comment

      • victor
        Active Community Member
        • Aug 2022
        • 905

        #4
        The Group email account is working via the google integration extension we purchased
        Are SMTP and IMAP working? If so, simply make your Group Email Account systemwide and use it for Outbound Emails. How to do this is described in the link in the previous message.
        Please describe your problem in more detail, as it is not clear what is working for you and what is not.

        Comment

        • ps40
          Junior Member
          • Sep 2019
          • 13

          #5
          I have made the group email account system wide per the docs you provided and it is working. However, even though I have replaced the old email address with the Group email address, I still see the old email address as the first choice in the 'From' dropdown when sending emails.

          Comment

          • victor
            Active Community Member
            • Aug 2022
            • 905

            #6
            This order is individual for each user and is determined by the order in the Email field in the User's profile.

            Click image for larger version  Name:	image.png Views:	0 Size:	19.9 KB ID:	117307

            Email addresses from Group Email Accounts are added to this list at the end.
            Sometimes, for changes to be reflected in the From dropdown when sending emails, you need to refresh the browser page and/or clear the browser cache.

            Comment

            • ps40
              Junior Member
              • Sep 2019
              • 13

              #7
              Thanks for your help. This is working now.

              Comment

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