Hello,

It seems your development team made a change sometime between December and January, and e-mails sent from the CRM are no longer synced to the "Sent" folder. This is with the Zoho Mail integration.

I contacted support, and the suggestion was to check "Save a copy in the Sent" folder. However, this results in a duplicate copy in the Sent folder.

So the second suggestion was to disable "Save a copy in the sent folder" in Zoho Mail itself, and to check the "Save a copy in the sent folder" in Zoho CRM mail settings.

I did this, however, now the E-mail Insights no longer works (e.g. customer opens e-mail, it is no longer tracked).

Also, another major issue was this change was unannounced -- meaning what use to work by default no longer works.

Please advise what is happening and how to fix this.