Is there a way to send a notification email to a the PM if an email sent out of a project (either system or PM-generated) received a reply?
The issue we're having is that system-generated emails, sent from a System alias, are being replied to by customers but they are not using 'Reply To All'. This means that the response sits in the project emails waiting for the next time the PM comes around to that project and notices it... not the best show of responsiveness but system-generated emails do not have a 'Send From' option.
I was thinking that I could do a workflow rule to send a notification whenever the '# of Emails' changes but that would notify the PM whenever they or a coworker sends an email out from the project, which is less than ideal.
Is it possible to capture 'email count increased' and 'email From' (or 'email external')... or some other variable that I'm not seeing that would zero in on emails sent from customers to the project?
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Tried to look around and indeed your '# of emails' suggestion is possible but as you said also not ideal. I do not see a distinction that can be used for this - and also no way to access additional fields that relate to these emails.
I would wait for Clarizen to respond and verify that indeed it's not possible.
Confirming what Guy said, not possible to access the email fields unfortunately. You can try to force users to send emails via a custom action instead of the out-of-the-box email function.
Thanks for the confirmation, Josh. What benefit/functionality would be gained by forcing the use of email via custom action?
Is there anything available within the InterAct rules that could 'intercept' customer email replies and either send a notification or copy the reply into a Discussion Post on the project?
I understand that I'm grasping here but the lack of notification on customer replies is causing us to second guess whether to send emails out of Clarizen in the first place; something that I'm not keen on because it walks us backwards from a centralized collaboration model.
The custom action would allow you to automatically send the notification to the PM if the PM is not the person sending the outgoing email. InterAct can intercept customer email replies and parse them, but those customers will need full licenses. One other thought is to use Clarizen social instead of the email object.
Thanks again Josh. Sending the emails out is not the concern, since we have custom actions that do exactly as you described
The issue we are having is when the customers reply to those emails and do not use Reply to All... the reply is added to the project's email attachments but the PM does not get any notification that a new email has been posted.
As I mentioned in the original post, I could send a notification based on a change in the # of Emails field but that will send a notification for every email, inbound or outbound, even if it was the PM who sent it.
What we need, and what I think I would like to request as a future enhancement, is for Clarizen to identify Reply (or perhaps even all or optional) emails received into a project and send a notification to the PM/Owner.
Reply All should no longer be necessary. Reply's are supposed to be tracked now as well. As for the notification, completely agree that is a great feature request.