The Inbox¶

Your firm has its own Inbox address. Send it a copy of the emails that belong in a client's file, and Firmdesk keeps them on that client, grouped in conversations, with their files. You keep reading and answering email in your own mail program: the Inbox is where emails are filed and followed up, not where you answer them.

Your firm's address¶

Open Inbox in the sidebar: the address is at the top, with Copy beside it. Everyone on your team uses the same one. Save it in your mail program's contacts as "Firmdesk Inbox" so it's quick to add.

Send an email to the Inbox¶

A client wrote to you: forward the email to the Inbox address. Outlook's Forward as attachment works too.
You're writing to a client: add the Inbox address in Cc or Bcc. With Bcc, the client doesn't see it.
The client replies to all: their reply comes to the Inbox too, and joins the same conversation.

The email's files come with it. When two people send the Inbox the same email, it's kept once.

Find your way around¶

On a computer, the Inbox has two sides: the conversations on the left, the one you open on the right. On a phone you see one at a time; Inbox at the top of a conversation takes you back to the list.

Above the list, choose what to see:

All: every conversation, the latest first.
Unread: the ones you haven't opened since their last email. Each person on your team has their own. A dot marks them in the list; Mark unread, in a conversation's More actions menu (⋯), puts one back.
To file: the ones Firmdesk couldn't put on a client.
Follow-up: the ones with a task still to do.
Done: the ones whose task is done.

The search looks in the senders, the subjects, the clients and the emails' words. Filters narrows the list to one Client.

Where each email goes¶

Firmdesk looks at who the email is from and to, leaving out your team and your firm's own addresses:

For a forward: the person who wrote the original email, then the people it went to.
Otherwise: the client who wrote, or the people you wrote to.

When exactly one client has a contact with that address, the conversation is filed there by itself. A reply joins its conversation, and stays on the same client. Otherwise it waits under To file:

When the person is a contact of several clients (an owner and their company, a couple), each client shows as a button under Client: click the right one.
When nobody matches, pick the Client under Choose a client and click File email.

Tick File emails with … here from now on to send that address's next emails to the same client; the ones already waiting under To file go there too. To stop, open one of its conversations and click Stop filing.

A conversation marked Unknown sender came from someone who isn't on your team or among your contacts. It may be spam: delete it. If spam keeps coming, an owner or admin can choose New address in the Inbox's More actions menu (⋯). The old address stops taking emails right away, so tell your team the new one.

A conversation¶

Click a conversation in the list to open it. At the top:

Client: where it's filed. Move to another client files it somewhere else.
Follow-up: Add a task when something needs doing. Say what under Task, when under Due, and Who, then click Add task. The task shows in My work like any other, and Mark done here ticks it off. The task's page links back to the conversation.

Under them, Files lists every file in the conversation, from every email, with who sent it and when. Click a file's name to open it. Save to documents keeps a copy with the client's documents, seen by your firm only until you share it.

Then come the emails themselves, the oldest first. The latest is open; click any other to read it. Each shows who it's from and to, and who at your firm sent it to the Inbox.

Download email saves one email whole, which any mail program opens.
Delete email takes one email out of the conversation. Delete conversation, in the More actions menu (⋯), deletes all of it. Files already saved to documents stay.

Pictures an email loads from the web aren't shown, and nothing in an email runs: it can't reach Firmdesk or your browser.

On a client's page¶

The Emails tab of a client's page lists its conversations, the latest first. Open in the Inbox shows them there, with the client's filter on.

Good to know¶

Emails count toward your firm's storage, and they're part of your exports (emails/, one file per email).
Emails over 40 MB aren't kept: ask for big files through the client portal instead.
An email shows Arriving for a minute or so. Couldn't be read means it didn't come through: forward it again.
Anyone on your team can file, move and delete emails and add tasks. Only owners and admins can change the address.