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DeskMail - Issues FAQs

1. What is DeskMail for Messages?
2. Why should we use DeskMail for Messages?
3. How do I use DeskMail for Messages?
4. Why am I seeing my emails in the 'Inbox' area of the site?
5. Is DeskMail free for all plans?
6. What if I send an email to a wrong project?
7. Can we attach files to the emails as well?
8. How long does DeskMail take to process emails and convert them into messages?
9. I cannot remember the name of our Milestones. Where will my messages get added?
10. I compose my emails in foreign characters. Somehow they don't seem to show up when the email is converted into a message. What should I do?
11. Is it possible to use my own mail for the DeskMail feature?

1. What is DeskMail for Messages?
DeskMail is a service by DeskAway that helps you communicate with your projects via email. DeskMail for Messages will allow you and your team to add messages and reply to message comments via email. If you are using email on your smartphones (iPhone, Blackberry etc.) you can easily email out messages to your team members (just like you would normally) and still have a copy of it stored on your DeskAway account. When people reply to those messages, new comments are added to the message and the entire communication thread can be tracked within your projects.

DeskMail


2. Why should we use DeskMail for Messages?
You should use DeskMail for Messages if you don't want to log on to DeskAway each time you want to add a message or reply to a comment on a message.

3. How do I use DeskMail for Messages?
DeskMail is a feature for Professional and higher accounts. In order to create a message from an email you need to include the following email address (unique to your DeskAway account) in the To: or CC: field. Also, please make sure that the email address you are sending the email from is the same that is linked to your user account on DeskAway.

message+[yourdomainname][AT]deskawaymail.com

(Replace [yourdomainname] with the actual name of your domain. If your DeskAway account is synage.deskaway.com, then your domain is 'synage' and your unique DeskMail for message is message+synage AT deskawaymail.com)

Rules For Sending Mails:

Email fields When converted to a message this becomes
From: Message creator
To:/Cc: message+[yourdomainname][AT]deskawaymail.com
Subject: Message name (Additional subject line parameters given below)
Attachment: Files get added as message comments. A file can be upto 25MB.
Body: Message description

Additional Subject line optional parameters:

Subject Name (PROJECT NAME) (MILESTONE NAME)
eg. New logo is looking great (Website 2012) (Logos)

The 'Subject Name' gets converted into the Message name.

Project Name Full name of the project or first letters/words. Your message will be added to this project. If no project is found, then your message is kept in the 'Inbox' staging area on your Dashboard. You will have to manually move this message to a project.
Milestone Name Full name of the Milestone or first letters/words. Your message will be added to this Milestone. If no Milestone is found, then the message will be added without linking with any Milestone.

Scenarios

Adding a Message into your DeskAway Inbox:

DeskMail


Adding a Message with a project and milestone name:

DeskMail


Replying to a Message comment and attaching a file. Please remember to 'Reply All' when replying to message comments.

DeskMail


4. Why am I seeing my emails in the 'Inbox' area of the site?
All emails that do not have a project name are stored in a staging area called 'Inbox' (as seen on your Dashboard). You need to move these messages to their respective projects.

DeskMail


5. Is DeskMail free for all plans?
DeskMail is included in all plans except the Free plan.

6. What if I send an email to a wrong project?
DeskMail is permission-based and hence will not process the mail if you are not part of the project.

7. Can we attach files to the emails as well?
Absolutely. Currently you can only attach 1 file per email with a limit of 25MB. They will show up in the comments section of the messages.

8. How long does DeskMail take to process emails and convert them into messages?
New messagess and message comments should appear in your account within a few minutes.

9. I cannot remember the name of our Milestones. Where will my messages get added?
If you send an email with only the project name, DeskMail will automatically put the message in the message section without linking with any Milestone. You can then edit that messages and link it with the required Milestone anytime.

10. I compose my emails in foreign characters. Somehow they don't seem to show up when the email is converted into a message. What should I do?
You need to make sure that your email program is sending mails in UTF-8 encoding. If you are using Gmail then goto Settings -> General and then change the option under the "Outgoing message encoding" section. If you are using Mozilla Thunderbird then goto Tools -> Options -> Display and under 'Fonts & Encoding' set UTF-8 for outgoing mail.

11. Is it possible to use my own mail for the DeskMail feature?
Yes, you can use your email address while using the DeskMail feature. You can add & update messages by sending email to " message+[yourdomainname][AT]deskawaymail.com " from your email address.
Please make sure that the email address you are sending the email from is the same that is linked to your user account on DeskAway.
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