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DeskMail - Issues FAQs

1. What is DeskMail for Issues?
2. Why should we use DeskMail for Issues?
3. How do I use DeskMail for Issues?
4. Why am I seeing my emails in the 'Inbox' area of the site?
5. Is DeskMail free for all plans?
6. What if I send an email to a wrong project?
7. Can I assign a issue to myself via email?
8. Can we attach files to the emails as well?
9. How long does DeskMail take to process emails and convert them into issues?
10. I cannot remember the name of our Milestones. Where will my issues get added?
11. I compose my emails in foreign characters. Somehow they don't seem to show up when the email is converted into an issue. What should I do?
12. Is it possible to use my own mail for the DeskMail feature?

1. What is DeskMail for Issues?
DeskMail is a service by DeskAway that helps you communicate with your projects via email. DeskMail for Issues will allow you and your team to add issues and reply to issue comments via email. If you are using email on your smartphones (iPhone, Blackberry etc.) you can easily email out issues to your team members (just like you would normally) and still have a copy of it stored on your DeskAway account. When people reply to those issues, new comments are added to the issue and the entire communication thread can be tracked within your projects.

DeskMail


2. Why should we use DeskMail for Issues?
You should use DeskMail for Issues if you don't want to log on to DeskAway each time you want to add an issue or reply to a comment on an issue.

3. How do I use DeskMail for Issues?
DeskMail is a feature for Professional and higher accounts. In order to create an issue from an email you need to include the following email address (unique to your DeskAway account) in the To: or CC: field. Also, please make sure that the email address you are sending the email from is the same that is linked to your user account on DeskAway.

issue+[yourdomainname]@deskawaymail.com

(Replace [yourdomainname] with the actual name of your domain. If your DeskAway account is synage.deskaway.com, then your domain is 'synage' and your unique DeskMail for issue is issue+synage AT deskawaymail.com)

Rules For Sending Mails:

Email fields When converted to an issue this becomes
From: Issue creator
To: Person who the issue is assigned to
Subject: Issue name (Additional subject line parameters given below)
Attachment: Files get added as issue comments. A file can be upto 25MB.
Body: Issue description

Additional Subject line optional parameters:

Subject Name (PROJECT NAME) (MILESTONE NAME) (DEADLINE) (STATUS) (PRIORITY)
eg. Fix the Website issues (Website 2010) (Bug Fixing) (tomorrow) (done) (critical)

The 'Subject Name' gets converted into the issue name.

Project Name Full name of the project or first letters/words. Your issue will be added to this project. If no project is found, then your issue is kept in the 'Inbox' staging area on your Dashboard. You will have to manually move this issue to a project.
Milestone Name Full name of the Milestone or first letters/words. Your issue will be added to this Milestone. If no Milestone is found, then the issue will be added without linking with any Milestone.
Deadline dd/mm/yy - (27/11/08)
dd/mm/yyyy - (27/11/2008)
yyyy/mm/dd - (2008/11/27)
(today) or (tomorrow)
Status (accept) or (reject) or (done)
Priority (low) or (medium) or (high) or (critical)

Scenarios

Adding an issue to yourself:

DeskMail


Adding an issue to yourself with a project and milestone name and due today:

DeskMail


Adding an issue to someone else in your team:

DeskMail


Replying to an issue comment and attaching a file. Please remember to 'Reply All' when replying to issue comments.

DeskMail


4. Why am I seeing my emails in the 'Inbox' area of the site?
All emails that do not have a project name are stored in a staging area called 'Inbox' (as seen on your Dashboard). You need to move these issues to their respective projects.

DeskMail


5. Is DeskMail free for all plans?
DeskMail is included in all plans except the Free plan.

6. What if I send an email to a wrong project?
DeskMail is permission-based and hence will not process the mail if you are not part of the project or if you try to assign an issue to a person who is not included in your project.

7. Can I assign a issue to myself via email?
Yes, absolutely. If you are on the road, send emails to issue+[yourdomainname]@deskawaymail.com from your mobile phone and follow the subject line syntax above. Your emails will be processed into issues for you to complete once you are back in the office!

8. Can we attach files to the emails as well?
Absolutely. Currently you can only attach 1 file per email with a limit of 25MB. They will show up in the comments section of the issues.

9. How long does DeskMail take to process emails and convert them into issues?
New issues and issue comments should appear in your account within a few minutes.

10. I cannot remember the name of our Milestones. Where will my issues get added?
If you send an email with only the project name, DeskMail will automatically put the issue in the issue section without linking with any Milestone. You can then edit the issue and link it with the required Milestone anytime.

11. I compose my emails in foreign characters. Somehow they don't seem to show up when the email is converted into an issue. What should I do?
You need to make sure that your email program is sending mails in UTF-8 encoding. If you are using Gmail then goto Settings -> General and then change the option under the "Outgoing message encoding" section. If you are using Mozilla Thunderbird then goto Tools -> Options -> Display and under 'Fonts & Encoding' set UTF-8 for outgoing mail.

12. Is it possible to use my own mail for the DeskMail feature?
Yes, you can use your email address while using the DeskMail feature. You can add & update issues by sending email to " issue+yourdeskawaydomain [AT] deskawaymail.com " from your email address.
Please make sure that the email address you are sending the email from is the same that is linked to your user account on DeskAway.
Or