Kris2 - thanks for the suggestion, that's a good idea, too. :)
BraceRosso - Thank you for pointing this out, I'll check in with the team to see if there's a solid reason why we can't change this to the address of the account's primary contact. Sorry for the trouble there - we appreciate you taking the time to question details like this.
Hi BraceRosso, I posted a follow-up in the other thread, but I'll add it here, too...
I've found there are two reasons why we don't reveal the primary contact's email address when the 'contact us' prompt is displayed:
- it exposes the primary contact to unsolicited mail
- the primary contact may ignore / miss the email and not assist the client
Also, using a form as an alternative to an email increases the chance that automated emails from us to the contact may be blocked/sent to spam. So at the end of day, we decided to stick to using the help [at] CS address, to ensure that tasks like resetting passwords got acted on.
I hope this explanation provides a little more insight into the situation here and we're absolutely open to your feedback on how we can improve things.
I don't think my clients would ask. If they did, I'd say it's part of the system.
I haven't had a chance to weigh in on this until today, but here are my thoughts:
1) You've added this "feature" to be helpful (contacting us if the email isn't recognized), but if we're doing things right, clients' email addresses should work. I think exposing the CS domain unnecessarily isn't helpful to agencies. You could even say something generic like contact <<account owner name>>, etc.
2) The account set up process still sends the invitation email from the CS domain, but then sends the confirmation email from the agency contact. Why don't both come from the contact?
3) Resetting the password also sends emails from help at CS. My request is that my email address be used for all communications with clients/users.
Hi BraceRosso, happy new year! I'm sorry for the delayed response here - it's good to hear from you :)
We've found in most cases, it's been very helpful to both designers and clients to have us act as an silent intermediary via the help@ address. The benefit of having our team on the case outweighs the downside of using the CS domain, however at a later date we may review this.
2) The account set up process still sends the invitation email from the CS domain
From my knowledge, this only occurs when the invitee's domain is the same as the primary contact's. Using CS prevents the deliverability problems that come with sending to and from the same domain. However, if you send an invitation to a different domain, it will be addressed from the primary contact.
3) Resetting the password also sends emails from help at CS
Again, this could be a combination of avoiding deliverability issues and having our support team attend to replies in the instance that the client still can't log in. As designers at present cannot reset client passwords, this is the best option for now.
By all means, I'm happy to bump up these two issues internally, being the ability to use the primary contact's email address more extensively, plus reset passwords. We are reviewing how we can improve multiple user management, so I'll certainly keep you posted if we make changes in this regard.
As always, thank you BraceRosso! I hope to hear your advice and suggestions well into 2013, as you've really been helpful to us. Have a great day :)
Respectfully, desk.com allows complete integration with your own email addresses by asking partners to set up a new email address and allow desk.com access to the mailbox. Any partner capable of setting up such a system, should also have the know-how to be able to follow the simple instructions for sharing access to the mailbox.
Could CampaignMonitor not do the same? Such that emails for support are sent to email@example.com but appear within CampaignMonitor's own system and allow their team to respond if the partner doesn't respond quickly enough?
Thank you for sharing this approach with us, DiscoverySquare - that one idea to consider! We could potentially feature some kind of notification under 'Recent Activity' in account. I'll pass on your notes to our team and let you know if we do something along these lines. Thanks again!
Rather than starting a new thread, I'll add this here: I just discovered, when using a test client account (not the same domain as our main account), that the password reset email not only uses the createsend domain name, but the email messaging actually uses the Campaign Monitor name — not even "CreateSend"!
Actual message received: You're receiving this email because you asked us to reset your password for your Campaign Monitor account. To get started, click the link below.
Please fix ASAP! It would be excellent if it could say "…for your [Company Name] account…" but, really anything but "Campaign Monitor" in the short term! Also, I assume that since you've fixed all of the rest of the technical communication emails to use the white labeled email addresses, that it would be a quick fix to fix the email address on the password reset as well…yes?
ETA— One more while I'm at it! Would love to see the ability to specific hex color for the customization of the admin interface (instead of the ten or so default color combinations). It'd help a lot with consistent branding.
+1 for hex colors throughout
Hi KerriM, the reason this has happened is because in the 'Customize' section of your account, your Site Name is listed as 'Campaign Monitor': http://cl.ly/image/13120X3Q0E0w
As soon as this is changed to your account/company name (or similar), password reset emails will contain this new name, instead of Campaign Monitor. This change should ensure other system emails remain white-label, too. Glad we have a quick answer to this one.
That said, we've identified that having 'Campaign Monitor' as the default site name is a potential issue, so we're going to see what can be done about this internally.
Hex colors is really one for us to consider, so thank you for letting us know about this. I've added 2 votes and will keep you both posted if it's something we add in a future update :)
Oh, you're right! Thank you; I can't believe I've overlooked that for so long. Yes, it'd be great if that'd auto fill with the company name you sign up with rather than "CM", but this one was a definite user error on my part!
Additional user error: I mean to put that hex request in the "What can we add or improve in 2013?" thread, that I had just commented on as well, but went back and edited the wrong thread!
Hi KerriM, it's all good - we heard you, regardless :D Have a great week!