Sometimes, when customer replies back to a case and starts a new topic you'll want branch that email off into a new case of it's own. To do so, look for the "New Topic? Split the Case!" link above the customer's reply and click it to create a new case. All emails and notes from Keep Reading...
If your emailing capabilities have been shut down by Infusionsoft that means that while we can still attach notes and inbound emails to a contact’s record, we will no longer be able to send outbound emails via your Infusionsoft account. The Infusionsoft system will tell your FuseDesk app that the mail has been sent, when in fact, it Keep Reading...
All of your outbound emails are sent through Infusionsoft for a few important reasons. Firstly, this allows us to attach the email to a contact’s record and keep the email in the contact record’s history. Secondly, for spam compliance reasons, we’re able to centralize and leverage Infusionsoft’s already built in system of managing your opt Keep Reading...
When an email comes into your FuseDesk account, if it’s not part of an existing case and it’s not a generic auto-response, you have the option of running the email through Automations that you create to decide how to handle the email. If you’re an Administrator for your account, click on over to Automations under Settings Keep Reading...
To search for a case in FuseDesk, use the search box on the left of the sidebar. Enter a complete case number to be brought directly to the case you’re looking for. Entering any of the Infusionsoft Quick Search box searches will return a list of matching contacts, sorted by how recently their last case Keep Reading...
If an email address isn’t deliverable according to Infusionsoft, we’ll let you know in FuseDesk before you waste time writing an email that will never be delivered. Often an address is marked as undeliverable because the contact never opted in, opted out of emails from you, flagged your emails as spam, or had too many Keep Reading...
As part of Infusionsoft’s Summer 2012 release, they added in some security measures to prevent unauthorized access to your account. One of these measures was a security warning when you click into Infusionsoft from something that is not Infusionsoft (like FuseDesk). The warning message typically reads “Caution: You Were Sent To This Page From an Keep Reading...
Action Sets are created directly in Infusionsoft and not in FuseDesk. To Create an Action in Infusionsoft: Log into Infusionsoft and click on the Infusionsoft logo up top Under the CRM column, click on Settings Under Contact & Company Settings on the left, click on Action Sets Click on Add an Action Set in the top Keep Reading...
To apply an action set to a contact when viewing a case, scroll to the reply at the bottom and click on the Apply an Action tab. Start typing in any part of the name of an action set in the action set search box and select the action set you want to run from the Keep Reading...
When you add a note in FuseDesk, either a phone call note or a “note” note, it becomes part of the case history and is also stored in the Contact’s notes in Infusionsoft. At no time are your notes visible to the customer, though. They are for internal use only. When might you add a Keep Reading...