I spent hours with support today in a remote control session, trying to figure out why received emails were no longer showing in Zoho CRM. We ended with Zoho telling me nothing has changed recently, and that emails you "Archive" in Gmail will not be visible in Zoho CRM email section.

I've been using the same system and following the same process for nearly a year. Follows is the exact process and pertains to Gmail/Zoho CRM imap sync:

1.  Email received in Gmail.

2. Open the Lead in Zoho.

3. Email is visible in Zoho CRM.

4. I respond to email using Zoho 99% of the time as I have a ton of email templates setup in there.

5. I return to Gmail and click "Archive" so the message disappears from my Gmail Inbox. (I had previously found that DELETING an email in Gmail would make it disappear from Zoho, which I understand and makes complete sense.)

6. A week passes, I don't hear from the Lead, and I have a task to revisit.

7.  I open the Lead and was able to see ALL emails, those Sent, those Received. (Was even the case yesterday) I could open any of those and see the message. This was specifically important because I could click on the Leads most recent email to me and reply to it. This is no longer possible as I only see messages Sent from myself. Archived emails no longer show.

8. Today, after much discussion, Zoho Support is telling me only emails put in Folders will continue to appear in Zoho CRM.

I promise, I have been "Archiving" emails in this fashion in Gmail for close to a year and following the exact same process. Today, it seems to have changed and Zoho denies any change.

Has anyone else experienced the same recently?