Emailing from Outlook

Andrew_7354046
Andrew_7354046 Member Posts: 9
Hi
My client is having issues when sending statements from Reckon. Sending Invoices works fine. When she emails invoices, it opens an Outlook window and she can change the "From Address" but with Statements, an "Edit Email Information" window opens instead of Outlook. Is there some setting I've missed to ensure both Statements and Invoices sent from Outlook? They are currently using Reckon Account Enterprise 2014

Thanks
Andrew

Comments

  • vinia
    vinia Alumni Posts: 53
    edited January 2015
    Hello Andrew,

    Thank you for using the Reckon Community.

    It is actually correct that the "Edit Email Information" will come out when sending statements as it has a different way of programming. This is just how the program is design.

    Reason being is, statement don't have a special template like invoices. This is the time where you can edit if needed the email message and this normally happens when you are sending statement to one customer - if it is a bulk statements, it will just send it then the send form window will appear.

    There is no special settings for it and the sending is working as designed.

    Hope this helps,

    Kind Regards,
    Vinia Laguda
    Reckon Technical Support 
  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    Thank you for the response.

    The issue the client is having is they are unable to edit the "From" email address in the "Edit Email Information". Apparently, they could do this before moving to Reckon 2014. Since they can't change the "From" email address, they are sending it to themselves and then sending from the company email address out of Outlook, This is taking them time and starting to frustrate them.

    Should they be able to change the From email address, or is that another limitation?

    Kind Regards

    Andrew

  • vinia
    vinia Alumni Posts: 53
    edited February 2015
    Hello Andrew,

    Yes, we can say it is a program limitation in terms of sending multiple statements, Best to edit the email via the customer records. If you are sending to only one customer you can edit the "FROM" but if remittances are being sent to multiple customer - unfortunately the "from" will not be available for editing - as it follows the email profile in outlook who is sending the statements - unless of course you are using exchange.

    Kind Regards,
    Vinia 


  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    So you can edit the "From" email address from the customer (the one your are sending the statement to) records? Can it be done Globally or does it need to be done per customer?

    Also, I'll need to confirm, but I do believe my client is sending their statements to only one customer at a time, and they are NOT able to edit the "From" address. Could you tell em why and how to get around this issue. Like, I said, I will confirm this and let you know if I'm mistaken.

    Kind regards

    Andrew

  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    I also forgot to add the customer was using Exchange for their mail system when this 1st occurred, and now they've moved to office 365 with the same thing happening


  • vinia
    vinia Alumni Posts: 53
    edited February 2015
    Hello Andrew,

    FIRST - we do not support OFFICE 365 as we have not tested this before we release the 2014 version. So you may experience email issue. But if you can email fine - just having issue editing the "FROM" follow the step below: 

    FIRST please check the preferences.

    1. EDIT menu >PReferences>ONLINE
    2. click the preferences tab and make sure the "Display each email when sending more than one"

    image

    --
    ON THE SENDING SIDE: 

    So once they have chosen the multiple customer - that will present them the window below 

    image

    Click the EDIT email - then they will be able to edit it the FROM.

    hope this helps.

    Kind Regards,
    Vinia
  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    Thank you for your help again.

    I have confirmed that they client only ever sends out to one customer at a time, never to multiple.

    They go to send an email and get the following pop up and they try to update the "From" field circle but the email address change doesn't hold. It still sends out from their personal email address instead of what they enter into that field


    image


    Kind Regards

    Andrew

  • vinia
    vinia Alumni Posts: 53
    edited February 2015
    Hello Andrew,

    We have tested this several times the "from" section in that window does not recognize the email you will enter in there as it follows the exchange profile.

    You can change the FROM when the actual email comes up.

    image

    the image below shows where you can change the FROM ( but this is an outlook settings) and also given that the "other email is within the group and user has permission to send email on behalf of the email address they will send it from" 

    This is the only way what they want can happen. I have tested this from 2013 and 2014 version.

    Kind Regards,
    Vinia 
  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited March 2017

    Hi,

    That is what the client wants to do, but Statement emails are not opening in Outlook, hence them trying change the email address in the from field.


    Thanks

    Andrew

  • Reckon FAQs
    Reckon FAQs Reckon Staff Posts: 357 Reckon Staff
    edited June 2015
    Hey Andrew, Reckon Accounts only integrates with classic MS Office Suite and not the 365 range. If they are using 365, they may not have the full functionality. ^Mirko
  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    Hi,

    Well I've had this issue with Outlook 2007, Outlook 2010 and Outlook 2013. Office 365 is just the delivery system behind outlook and was only implemented 2 months ago. This issue was reported to me about 8 months ago when they were on their old exchange server after we updated to Reckon 2014. I did try to get support directly from Reckon via phone and online chat without any luck, so decided to wait until we finished their system upgrade

    If it's not compatible with the Office 365 range, what is it compatible with. And please remember that office 365 is just the email delivery system outlook uses. Wouldn't Reckon be dealing with Outlook directly and not even know (or need to know) the delivery method outlook is using? How could it tell if it was using exchange 2010, gmail or Office 365?


    Kind Regards

    Andrew

  • vinia
    vinia Alumni Posts: 53
    edited February 2015
    Hello Andrew,

    We support locally installed Office Outlook 2007, 2010 &
    2013 with a local profile.

     We have not tested with 365.

    We don't support exchange as it has a different permission level compare to locally installed outlook.

    Just reiterating the previous reply:

     "You can change the FROM ( but this is an outlook settings) and also given that the "other email is within the group and user has permission to send email on behalf of the email address they will send it from" 

    Kind Regards,

    Vinia

  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    Hi Vinia,

    I'd also like to re-iterate that the client does have a local installation of Outlook 2013 with a local email profile in outlook. The issue is that Reckon is not opening the Outlook Email window before it sends it, so the client is not able to change the "FROM" field. It automatically just sends the email and unfortunately for my client, it defaults to an address they don't want to use.


    Regards

    Andrew

  • vinia
    vinia Alumni Posts: 53
    edited February 2015
    Hi Andrew,

    Did you check your client's file settings:


    FIRST please check the preferences.

    1. EDIT menu >PReferences>ONLINE
    2. click the preferences tab and make sure the "Display each email when sending more than one"

    image

    if this is untick - the email will not show - it will send it straight away.

    Please double check this. thanks

    Kind Regards,
    Vinia
  • Andrew_7354046
    Andrew_7354046 Member Posts: 9
    edited February 2015

    Hi,

    The client had a look at the preferences tab and the check box was already ticked. Any other ideas on how to get Reckon to open the Outlook Email window before sending the email?


    Regards

    Andrew

  • vinia
    vinia Alumni Posts: 53
    edited February 2015
    Hello Andrew,

    After all the suggestions and steps that we can help you, I think it's best that I contact your client and remote in to their computer so we can see the problem ourselves.

    Is that alright? can you email me their customer id, phone number and the person I can talk to. Thank you. 

    also since we do not support office 365 - best to have them use the 2013 version. thanks 

    my email: vinia.laguda@reckon.com.au

    Kind Regards,
    Vinia
  • Peter Quinby
    Peter Quinby Member Posts: 10
    edited July 2015
    Wouldn't it be nice (for users) and easier to maintain (for software architecture and maintenance) if Accounts used one consistent interface to e-mail rather than at least two different interfaces to only certain versions of Outlook? 
    I'm on Office 365 and it seems mostly OK but when I send POs form Accounts they seem to get sent twice. Ah well, guess I'll have to start using the Xact interface for POs as well.