The Email section includes topics covering creating, configuring, and troubleshooting email accounts in Sugar.


Users can create custom email signatures to use on email messages composed in Sugar®. This article explains how to add an image - like your company logo - in the signature line of emails for a professional, on-brand look.

Sugar emails are sent by the From Name and From Address specified by an administrator via Admin > Email Settings. This means that any replies to the sent email message will be sent to Sugar's outbound email address. Organizations may not want email or campaign recipients to reply to Sugar's system email address which is often an unmonitored mail account. While it is not possible to override the default reply-to address in an email template, you can create a link in the message body that the recipient can click on in order to reply to the proper address. 

Sugar's inbound email functionality allows emails to be automatically related to existing cases. If the email's subject line contains the special case macro when imported into Sugar through an inbound email account, these emails will automatically be associated with the corresponding case. This article with cover how to include the case macro in an email so that the reply email will be automatically related to the case. We will also cover configuring the case macro to suit your business needs.

Character set determines how text is stored in the database. Administrators may find it necessary to change the default character set for emails if they are using a language other than English. This article will go over how administrators can change the default character set, as well as how users can change their character set via Emails > Settings.

Some users encounter issues when using SugarCRM with an IMAP Exchange Server. These issues may include:

Sugar® allows users to easily configure one or more personal mail accounts (e.g. Gmail, Yahoo, and Microsoft Exchange) to view and send emails from within the application. Emails received by the mail accounts can be imported into Sugar and related to various existing records (e.g contacts, accounts, or leads). This article will cover the process of setting up personal email accounts via the Emails module for the most common email providers, Gmail, Yahoo, and Microsoft Exchange.

There may be occasions when you wish to configure your Sugar® instance so that outbound emails are sent using a different "From" address than the sending email address. However, not all email providers allow this by default, and you must explicitly configure them to permit sending emails from a different "From" address. The emails are still sent through the outbound mail server configured via Admin > Email Settings, but the recipient will see the desired "From" name and address. This article will cover how to configure "Send As" permissions with Gmail, Exchange, and Office 365 so that users can send emails from Sugar using a different "From" address than their own.

When sending emails from Sugar®, you may wish to designate a different "From" address than the email account actually being used to send. This can be useful if you do not wish to use the system's default email addresses for outbound emails. This article will cover how to configure a new "From" address and name for system-generated emails, personal emails, and campaign emails in Sugar. 

A lot of useful functionality (notifications, emails, campaigns, etc.) depends on Sugar being configured with an outbound email server (SMTP). Setting up an SMTP server in Sugar is as simple as navigating to Admin > Email Settings, choosing "SMTP" as the mail transfer agent, and entering the server information. A fully working setup, however, may require additional configuration including changes on your email server.

A lot of useful functionality (notifications, emails, campaigns, etc.) depends on Sugar being configured with an outbound email server (SMTP). Setting up an SMTP server in Sugar is as simple as navigating to Admin > Email Settings, choosing "SMTP" as the mail transfer agent, and entering the server information. A fully working setup, however, may require additional configuration on the email server.

Sugar® provides the ability for each user to create one or more signatures that can appear on emails. While you may have several different ones to suit various purposes, you can also create and define a default signature which will appear automatically whenever you compose or reply to an email. This article covers how to create a default email signature in Sugar. 

Sugar allows images to be embedded directly in emails through the use of email templates. There are two ways to go about embedding images to the email templates. Publicly-accessible URL references for each image may be added to the email template. Alternatively, image files may be attached and sent with the template. In addition to allowing the use of images, email templates can also be especially useful when sending the same or similar content multiple times.

With Sugar Email Archiving (a.k.a. SNIP), messages sent to a special email address are automatically archived and linked to corresponding Sugar records. This allows for archiving from any email client without the use of a plugin or other syncing process. This article provides troubleshooting guidance to resolve potential issues that may be encountered during activation.

When Sugar® is configured to automatically import inbound emails (e.g. group inbound emails and bounce emails), the associated schedulers (e.g. "Check Inbound Mailboxes" or "Run Nightly Process Bounced Campaign Emails") retrieve new emails from the active accounts specified in Admin > Inbound Email. The import process looks for emails marked as "unread", imports them into Sugar, then marks them as "read". A problem occurs, however, when a particular email cannot be imported, is therefore not marked as "read", and Sugar cannot import other new emails even on subsequent scheduler runs because it continues attempting to import the problem email. The problem email essentially causes Sugar to get stuck.

Sendmail is not a valid option for sending emails from instances hosted on Sugar's cloud service. This prevents the situation of the sending domain not matching the sending email address. 

When emails are failing to send from Sugar, there are a variety of potential causes. Please refer to the article Troubleshooting Outbound Email Using Sugar Logs to discover which error messages your email server is returning. If you cannot resolve the issue based on this top-level error message, you can connect to the email server via command line to see precisely what is failing. This testing method typically provides a more granular error message that can help resolve the issue.

If emails sent from Sugar are not being received, there are a few potential causes that can be identified by testing within the application. If the Assignment Notification emails are specifically not being sent, please refer to the article Troubleshooting Assignment Notifications.

Sugar can be configured to send email notifications to a user whenever another user assigns them a record. When a user reports that they are no longer receiving these notifications, there are several potential causes.

Sugar® instances may fail to connect to a Gmail account due to Google attempting to prevent suspicious activity. This issue can be encountered when any user is configuring a personal inbound email from their Emails module or when an admin is configuring a Group or Bounce-Handling account via Admin > Inbound Email. The resolution steps are the same for both and will be discussed in this article.

When configuring your personal incoming email via the Emails module or, as an administrator, configuring Sugar to receive emails for a group or bounce-handling account via Admin > Inbound Email, you should always test the IMAP settings to ensure things are working correctly. After entering the IMAP credentials, use the Test Settings button. This article addresses the situation when testing the connection to an IMAP email account fails with the following error:Can't connect to {email server}: Permission deniedPlease check your settings and try again.

If you find that outgoing emails, including the messages used for Test Email Settings, Workflow Alerts, Assignment Notifications, or Reminder Emails do not appear to be sent by Sugar® or are not being received, you can make use of Sugar's logging from within the application to troubleshoot potential causes. For more information about Sugar's logging capabilities, please refer to the article Introduction to Sugar Logging. While the method documented here will provide the top-level error that your email server is returning to Sugar, you may wish to refer to the article Troubleshooting Outbound Email Using Command Line for more in-depth insight into the source of failure should the Sugar Log's error message be insufficient.

Sugar's core product includes several places where email templates can be created for different purposes. This article describes each template and when it is appropriate to use them.

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