Need urgent assistance in setting up Group Email Accounts

[mansi.kakkar]

I am currently using EspoCRM (Version 7.3.4) and facing an issue with configuring group email accounts for handling incoming and outgoing emails across different departments.

Current Setup:

• We currently have 1 email account set up, as a personal email account (e.g., support@company.com).
• This email is also set as the system email address in the outbound email settings.

Desired outcome:
We would like to set up 2 separate group email accounts (e.g., support@company.com and marketing@company.com), each handling emails for its respective department. The goal is to be able to select the appropriate email address for both incoming and outgoing emails.

Issue:

• I attempted to set up two test group email accounts (e.g.,test1@company.com & test2@company.com) and replaced the existing outbound email (support@company.com) with test1@company.com.
• However, the outbound email setup did not work as expected, and we are unable to choose the "From" email address for outgoing emails. It only shows the email address - support@company.com.
• I didn't specify 'Team' in group email accounts & in roles - group account permission is 'All' for me, so I should be able to see/use both email addresses to send emails. But, it shows support@company.com despite changing it in the outbound emails setting. Though, the email is not sent.
• I also noticed that in the group email account SMTP setting -> it gives error 500: unknown error when testing to send email

Could you please guide me on how to:

• Properly set up group email accounts for handling emails for different departments.
• Ensure users can select the "From" email address (e.g., either support@company.com or marketing@company.com) when sending emails.
• Address the issue with the outbound email configuration so that we can send emails from the correct department email address.

Thank you in advance for your support.

[victor]

Create a Group Email Account for each team. And in the Teams field, specify the appropriate team.




The role added to this team must have the following permissions:




Thus, following the example described above, a User who is a member of the Agents team will be able to send emails from 2tes...@gmail.com, from the Administration > Outbound Emails (if it is Shared).




And from the configured Personal Email Accounts (the email addresses of which are specified in the Email field in his profile).

He does not have access to the rest of the Group Email Accounts and cannot send emails from their email addresses.

[mansi.kakkar]

Thanks for the inputs victor .
1. For tesing purposes, I added my team (XYZ) to all the group email accounts. XYZ has ABC role -> Group Email Account Permission is set to 'All'. I still don't see a dropdown with all the group email addresses, only 1 is shown which is set as an Outbound Email default (support@company.com)
2. I am only able to send email through Outbound Email default (support@company.com) & not my personal email account (mansi.kakkar@company.com).

What could possibly be the issue now?

[victor]

1. If you have given all teams access to all Group Email Accounts, then each User from these teams will definitely be able to select the email addresses of all Group Email Accounts during the Compose Email procedure. If this does not happen, then the only possible reason (that I know of) may be an uncleaned browser cache.
Solution options:
- Refresh the browser page before the Compose Email procedure.
- Clear the browser cache.
- Use an anonymous browser tab.
- Use a browser that is not used by the User to work with the problematic instance.

2. You will only be able to send from a Personal Email Account if the email address of this Personal Email Account is specified in the profile of the User who creates the email. This means specifying an email address in the Email field:

[mansi.kakkar]

1. Unfortunately, it doesn't work. I can only see one email address that I can use - not all group email accounts



2. I meant the email on my user profile. I don't even see my email while replying to a user.

[victor]

If User A is a member of XYZ team and XYZ team is added to each Group Email Account > "Teams" field, then when creating or replying to an email in the "From" field, User A will see a list of all email addresses available to him from which he can send an email.