I’m currently facing some challenges with email assignment best practices for my business. Right now, I have three inboxes: “hello@”, “invoice@”, and a catchall mailbox “*@”.
I primarily use the CRM and Helpdesk apps in ERPNext. While it seemed straightforward to assign “invoice@” to the Helpdesk, I’m having trouble figuring out the best way to handle the rest. Currently, all emails are sent to Helpdesk, but this isn’t ideal for CRM-related emails, as they don’t get properly attached.
I’d love to hear your ideas on how to better structure my email setup. I’m open to creating additional inboxes if that helps improve the workflow.
I haven’t used CRM much, but I assume the process of adding emails there is similar to how it works in Helpdesk. The Email Account doctype lets you define how different inboxes create new documents. If you’d rather a particular account post to CRM rather than Helpdesk, it should be as simple as changing how the account is configured in Frappe.
I’m already aware of how the Email Account doctype works and how to configure inboxes to post to CRM or Helpdesk. My main challenge isn’t with the technical setup, but more about figuring out the best way to structure and manage multiple inboxes to efficiently handle emails for both CRM and Helpdesk.
I’m looking for advice on best practices or ideas on how to optimize the inbox setup, rather than just assigning emails to different modules. Any input on that would be greatly appreciated!
Ah, gotcha. It’s hard to say much about workflows without knowing a lot more about how your organization works. If you post those, folks may be able to share their experiences and suggestions.
To clarify a bit more, we’re a web agency with individual projects as well as SaaS solutions. Our goal is to provide an easy way for customers to reach us without having to search for the correct email.
The challenge is figuring out the best way to route incoming emails. Ideally, if a customer is not known, the email should go to the CRM, and if they are known, it should go to the Helpdesk or be attached to existing doctypes (which already happens).
I’m considering splitting them by using support@ for known customers and hello@ for general inquiries, but I’m open to suggestions on how to better structure this.
That’s what my organization does: we have one email address(info@) that is advertised on our website and social media; we have a few other email addresses (support@, etc.) that isn’t posted anywhere publicly but gets used for internal work with existing contacts. We pretty much never send anything from the info@ address, keeping it primarily for inbound messages from unknown sources.
One thing I’ve experienced is that people won’t really take the time to learn which email addresses are for what. They’ll usually just reply to whatever email they got their last communication from. Likewise, it’s important to have some system for getting emails from one inbox to another somehow. Beyond that, the biggest thing is just knowing who is responsible for checking what and making sure it happens!
