Team-Internal Mails appear double

If there are two team members, both with a pipedrive account and mail sync, mailing about a Deal, the emails appear double in the Deal view. Once as the "sended mail" and once as the "received mail". 

Moreover, the E-Mail addresses of other PipeDrive Users are not automatically recognized as such. But Pipedrive asks me, if i want to create a contact for my colleague. 

Am i overseeing something? Could you please provide a fix or a solution for this behavior?

image

Thanks, Philipp 

6016fc326a5e0ea1cfbcd3fd_43767.png
0
0 votes

· Last Updated -

Comments

  • Flip Nolen
    Flip Nolen Community Driver Posts: 128
    100 Comments Second Anniversary Combo Breaker Photogenic
    edited February 25 #2

    @Philipp Riederle are you forwarding the email to the deal address or cc/bbcing? If so, it will sync twice, showing two separate emails.

  • Philipp Riederle
    Philipp Riederle Posts: 41
    edited January 2021 #3

    @Philipp Riederle are you forwarding the email to the deal address or cc/bbcing? If so, it will sync twice, showing two separate emails.

    Nope, the mails are just sent from one pipedrive user to another, about the deals progress.

  • Flip Nolen
    Flip Nolen Community Driver Posts: 128
    100 Comments Second Anniversary Combo Breaker Photogenic
    edited January 2021 #4

    @Philipp Riederle are you forwarding the email to the deal address or cc/bbcing? If so, it will sync twice, showing two separate emails.

    @Philipp Riederle have you tried disconnecting the mail accounts and reconnecting?

  • Flip Nolen
    Flip Nolen Community Driver Posts: 128
    100 Comments Second Anniversary Combo Breaker Photogenic
    edited January 2021 #5

    @Philipp Riederle are you forwarding the email to the deal address or cc/bbcing? If so, it will sync twice, showing two separate emails.

    @Philipp Riederle I'd try that and clear your cache and cookies and contact Pipedrive Support if it's still an issue.

  • Vladimir Dubakin
    Vladimir Dubakin Ex-Pipedrivers Posts: 101
    Pipedrive Employee
    edited February 25 #6

    Hey hey, Philipp!

    Hope your week starts well :) 

    If you and your colleague is syncking the same email address and both share emails - it is expected that you will have duplicated emails attached to deals/contacts

    So, a solution to that issue would be only for one of you to share the incoming emails

    And the other user marking them all as Private

    You can find a manual how to change the email Visibility settings here:

    https://support.pipedrive.com/hc/en-us/articles/360003001217-Email-Privacy-and-Sharing-Emails-in-Pipedrive-

     

    And if that does not help, please, do contact our support!

    You can use either in-app chat or supp[email protected]

     

    Kind regards,

    Vladimir

  • Philipp Riederle
    Philipp Riederle Posts: 41
    edited February 2021 #7

    Hey hey, Philipp!

    Hope your week starts well :) 

    If you and your colleague is syncking the same email address and both share emails - it is expected that you will have duplicated emails attached to deals/contacts

    So, a solution to that issue would be only for one of you to share the incoming emails

    And the other user marking them all as Private

    You can find a manual how to change the email Visibility settings here:

    https://support.pipedrive.com/hc/en-us/articles/360003001217-Email-Privacy-and-Sharing-Emails-in-Pipedrive-

     

    And if that does not help, please, do contact our support!

    You can use either in-app chat or [email protected]

     

    Kind regards,

    Vladimir

    Hi Vladimir,

    thanks for your reply. We do not both sync the same email address.

    we write an (internal) email from user1 to user2. both have a pipedrive account, both sync their individual(!) mail addresses. Then the mail appear double. 

    we have a lot of internal communication, so therefore this would be quite important that Pipedrive checks in the background if the exact same email is already there.

  • Guillaume_1141
    Guillaume_1141 Posts: 67
    edited February 2021 #8

    I have observed the same kind of issue sometimes. Emails between users inside the same organization leading to repeated show-up in the timeline of the deal. 

  • Vladimir Dubakin
    Vladimir Dubakin Ex-Pipedrivers Posts: 101
    Pipedrive Employee
    edited February 25 #9

    Ahha, thank you for the explanation Philipp and Guillaume!

    I see what you mean now.

    Indeed, adding your colleagues to the communication will create duplicated emails - the logic here is:

    There is one email that is synced when it is sent

    And the second email (the one that arrives to your colleague's inbox) gets synced to the same deal/contact person.

    Perhaps as a workaround I can suggest:

    1)  reaching out to support to ask to activate mentions feature on your accounts? Then you can tag colleagues if they need to be aware of the communication between you and the customer

    2) Second option would be - for each user to create a filter in their email client (not in Pipedrive). The rule will be: to forward emails to a separate folder, then  you add all email addresses of all your colleagues into that rule. And, choose in Pipedrive settings not to sync that folder: https://sharing.pipedrive.com/7L3cHK 

    This way you can create a filter: https://sharing.pipedrive.com/jRmpgj

     

    Hope that helps, but if not - our support is there to clarify :) 

    Have a great day!

  • Philipp Riederle
    Philipp Riederle Posts: 41
    edited February 2021 #10

    Ahha, thank you for the explanation Philipp and Guillaume!

    I see what you mean now.

    Indeed, adding your colleagues to the communication will create duplicated emails - the logic here is:

    There is one email that is synced when it is sent

    And the second email (the one that arrives to your colleague's inbox) gets synced to the same deal/contact person.

    Perhaps as a workaround I can suggest:

    1)  reaching out to support to ask to activate mentions feature on your accounts? Then you can tag colleagues if they need to be aware of the communication between you and the customer

    2) Second option would be - for each user to create a filter in their email client (not in Pipedrive). The rule will be: to forward emails to a separate folder, then  you add all email addresses of all your colleagues into that rule. And, choose in Pipedrive settings not to sync that folder: https://sharing.pipedrive.com/7L3cHK 

    This way you can create a filter: https://sharing.pipedrive.com/jRmpgj

     

    Hope that helps, but if not - our support is there to clarify :) 

    Have a great day!

    Great Ideas, thank you! 

    Comments/Mentions feature is awesome. However, only works for notes and emails. Suggestion: Comments for all kinds of Objects.

    Anyway: Suggestion to the developer team to check if an exact same email is already present within the system. And to recognize the email-adresses of Pipedrive users. 

    Cheers!