Troubleshooting common email problems in Sell

As described in Connecting email with Zendesk Sell, with the Sell email connection you can sync with an external email system such as Google Mail and Microsoft Exchange. Setting up a connection means that email messages in your external email server are mirrored into Sell and paired with your leads and contacts.

When you set up this connection, you may encounter problems and need to do some troubleshooting to resolve your issues. This article provides an overview of what you may encounter and where to find troubleshooting information.

This article covers the following topics

• Email connection requirements and limitations
• Common email connection issues
• Common email delivery issues
• Email not syncing or missing email messages
• Disassociated emails reattaching to deal threads

Related article:

• Troubleshooting emails that are missing or not syncing

Email connection requirements and limitations

Sell provides support for Google Mail and Microsoft Exchange, meaning that when you follow instructions to set up your email connection in Sell, you should have no issues with syncing your email and using the established connection. However, if you’re using a different email system, be aware of the following requirements.

• You need a valid third party Secure Sockets Layer (SSL) or Transport Layer Security (TLS) certificate. TLS is a predecessor of the SSL certificate, now deprecated, that may still be in use.
• You need to know your IMAP and SMTP settings. If you have a different protocol enabled (for example, POP3, which is not supported) you'll still need to enable IMAP and SMTP to connect your email in Sell (see Email troubleshooting: SMTP and IMAP Settings).
• Sell only supports OAuth2 for Gmail and Office 365 for 2-step verification. If you don't use Gmail or Office 365, and you have any form of 2-step verification enabled on your email, try checking to see if you can create an app-specific password.
• Each Sell user can only use one email address connect to Sell. You also have the option of using a BCC email address to send and attach email messages to and from email addresses that are not connected to Sell (see Using the BCC email address for external email messages).

Common email connection issues

The errors that you might encounter when connecting your external email with Sell are usually related to the SSL (or TLS) certificate and the IMAP and SMTP settings. For information about the errors you might encounter, see Email troubleshooting: Email connection errors. If you see the error message, Authentication: Cannot Authenticate, when trying to integrate your Office 365 email with Sell, see When I try to "Sign in with Microsoft" I am getting a "Cannot Authenticate" error message.

Common email delivery issues

After you’ve successfully set up an email connection, you might encounter an error related to the delivery of your messages. For example, the recipient (a lead or contact) not receiving the message you sent. For more information about these errors, see Email troubleshooting: Email delivery errors.

Email not syncing or missing email messages

If you’re expecting to see email messages in your Sell account that you can't find, there may be a reason that has nothing to do with configuring your email connection. For example, as Sell only synchronizes the inbox and outbox folders, any emails stored in subfolders will not sync (see Troubleshooting emails that are missing or not syncing).

If an email has more than 100 recipients, then Sell cannot sync the emails. This also applies for emails that have more than 100 bcc contacts.

Disassociated emails reattaching to deal threads

Currently, if you disassociate an email from a deal, the next reply in that email chain will re-associate the message back to the deal you've just removed it from. This is a known issue. For more information about adding and removing email messages, see Adding and removing email messages from lead, contact, and deal cards.