Troubleshooting Notes in CRM: Tagging a user does not trigger an email alert or notification in the Feeds section
Concern
Occasionally, CRM users encounter a common problem where user does not receive Email Alerts/Feeds Notification who are tagged/mentioned in Notes related list of a record by other user in Org.
In such case, customers wonders WHY the user did not receive a notification and WHAT are all the possible scenario for notification failure and HOW it could be prevented in future.
The purpose of this post is to explain the scenarios & reason in detail. Also, to raise an awareness about the steps which needs to be taken on customer’s end to troubleshoot this problem and providing a guidance about the information which are required by Zoho to debug further on our end.
Possible Reasons - with Steps-by-Step Troubleshooting Guide
Feeds Module & Preference should be enabled accurately
Feeds Module
Since Notes mention works exclusively based on Feeds preference in the CRM Org. It is mandatory to enable Feeds module in CRM Org to be able to receive default email alert & notification in Feeds section(under Signal icon) related to Notes Mention.
Navigate to Setup (⚙️) in Zoho CRM >> Customization >> Modules & Fields >> Organize Module >> Enable the Feeds module.
When Feeds Module is already enabled
Since we run backend updates in our Database based on user’s customization actions, we would recommend user to disable the Feeds module once under “Organize Module” section and save it. Then, re-enable the Feeds module and save it.
The above action would re-generate Feeds Preference information in backend for respective user's CRM Org. Once done, kindly try and check how it goes.
Ensure respective module is enabled in Feeds Preference
We would also suggest you to check if the respective module(i.e. Lead, Contact, etc.) is enabled in Feeds Preference section under “Feeds” module.
Navigation: Click on Feeds module >> Click on “Feeds Preference” - bottom left corner.
If already enabled, then please try to disable the module in Feeds Preference and re-enable then check how it goes.
Self Tagging Scenarios:
Let us assume, there are Two Users in CRM - John & Alex who are actively using Zoho CRM and would require to share their thoughts via record Notes about the strategies of next plan to convert lead to contact.
Scenario1:
If John is owner of a Record and same user(i.e. John) is adding notes then email notification or feed notification will not be sent to record owner.
Scenario2:
If John is owner and other user2(i.e. Alex) is accessing a Record, then user2(i.e. Alex) should mention user1(John) in note. If mentioning himself(i.e. Alex) in note, then it would not work. i.e. It is considered as a Self Tagging.
User Email is Block in Zoho CRM Org due to some Reason.
There are few possibilities where User’s email address might get blocked in CRM Org. Due to this reason, even if user1 is mentioning particular blocked user in Notes, they would not receive any default Email Notifications from Zoho CRM.
To Cross-Verify this on User’s end:
Kindly create a Test Workflow Rule in CRM Org based on Edit Trigger of a Record and choose “Email Notification” as Workflow Action to send email to respective User. Once configured, you could trigger Workflow for a record and check in record’s timeline if email notification is sent or not to particular user.
STEPS:
Step1 :- Create an Email Notification in CRM Org and choose desired module along with respective user as To address.
Navigate to Setup (⚙️) in Zoho CRM >> Automation >> Actions >> Email Notification.
Step2 :- Create a Workflow Rule in CRM Org and choose Edit/Create as Trigger, then choose created Email Notification as Action.
Navigate to Setup (⚙️) in Zoho CRM >> Automation >> Workflow Rules.
Once above setup is configured, then you could trigger the workflow rule for a record and check record timeline if notification is executed or not. If not, then user's email address might get blocked in CRM Org which would be the primary reason for not receiving Feeds default email notifications.
Example View of Record Timeline
Why am I not able to mention specific user in Notes section:
Please check in user’s profile if “List Subordinates Only” permission is enabled. If yes, then user will only be able to mention the subordinate users alone in Notes section based on Role Setup in CRM Org.
What we need from Partners:
If you are still facing challenges even after tried all the above suggestions, then we would request you to provide the below information:
Please do not skip any questions.1. Share the user's CRM Org ID and email address so that we can check the details in our backend.
2. Share the screenshot of Organize Module(by showing Feeds module) and Feeds Preference(by highlighting respective module).
3. Share the respective record URL. Also, share the Notes section screenshot where user2 was mentioned by other user. Along with that, share the screenshot of record showing record owner.
4. Also, please confirm which other user(share user’s email address) had tried to mention respective user.
5. Is it happening for other users as well or with specific user alone? Also, Is it happening with other modules as well or with specific module or record alone?
6. When you tried to mention user, is the user’s Full Name listed? i.e. When you start typing the first letter of the user’s first/last name by mentioning @, user should be listed out for you to select.
7. Have you cross verified all the above suggestions related to Self Tagging and Email Block? If yes, please share the share the test record URL, test workflow Url, record time line screenshot for our reference.
8. Please make a Small Recording in which replicate the same by mentioning user2 and show if user has received any email alert or notification in Feeds section(under Signal icon).
Please share all the above information collectively with partner-support@zohocorp.com.
Likewise, for all Europe & UK Partners, please share the above information collectively with partner-support@eu.zohocorp.com.
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