Hi All

Wanted to share this 'Hot Tip' case with all CRM users who have integrated their Outlook 365 with Zoho CRM via IMAP. This may also save you hours of frustration.

We had a client case recently where they were getting very frustrated with emails not showing in CRM that had been sent from their leads and contacts in CRM. The SalesSignal was showing that an email had been received however the Email 'Messages' area at the top weren't showing the email received. Also when they checked the contact record the email wouldn't show, or if it was in the email list there would be a 'There is an error in showing this email' message and no email content would show when they clicked the email. 

After several support calls and remote sessions, neither Zoho or us could find the reason for this issue. There were no IMAP issue that Zoho could find that would be causing this. We got to thinking that the reason must be then 1 of 2 things, a Microsoft issue (wasn't looking forward to contacting Microsoft Support) or a user specific issue with his Outlook. We chose the latter first.

We noticed that the user's Outlook was 98% full so we had a hunch that this may be effecting the IMAP to CRM.

We asked the client to free up space in his account to at least 80%. As soon as this was done all emails where again showing correctly in his CRM.....What the....!? Who would have thought??.....feeeeooooo....didn't have to contact Microsoft!

We are not saying this will be the reason in all cases however the lesson learnt in this case was to first make sure all is ok with the users Outlook account before assuming it is an internal issue between Zoho and Outlook. 

Happy Client....Happy Us!