Outlook Logging Duplicate Emails in CRM

kevanovich1
Participant

Hi there!

 

I couldn't find a solution in the community with a clear resolve, so here I am!

 

I'm using Outlook 2013 and whenever I send an email to a client or reply to a client with Outlook, with Tracking on and Log to CRM on, I get a duplicate email. When I add the ID#@bcc.hubspot.com to the CC instead, I get only one email logged in CRM.

 

Checking my sent emails from Outlook shows that there are 2 emails being sent out also.

 

What I have tried:

- Uninstalling and re-installing the Outlook Add-On.

- Manually adding the ID#@bcc.hubspot.com

- Disabling and Re-enabling the gmail 'connected inbox' in my settings.

 

Feel free to ask me questions, I can provide screenshots as requested. 

Cheers,

48 Replies 48
jennysowyrda
Community Manager

Hi @JJW

 

Can you please share the information I requested above so I can troubleshoot this further? 

 

The more information, screenshots and details you can provide, the better the Community can assist.

 

Thank you,
Jenny

0 Upvotes
JJW
Participant

Hi Jenny,

 

It seems the problem fixed itself. About 2 hours after I first posted, the duplication stopped. Go figure! Thanks for your response.

 

Josh

kimcastlemain
Participant

We started having this issue in Nov 2018 and it is still happening now it's March 2019. We implemented HubSpot in June 2018. It's causing massive problems since we do a HUGE majority of sales correspondence on emails rather than calling. The auto-logging was supposed to save my team valuable time but instead it's been extremely frustrating and making things much worse. We have had a support ticket open since November that I got escalated with our account manager but I am not pleased with the support services that are usually incredible. They have claimed to us, and on this thread it seems, that they solved the problem but this is absolutely not the case.

jennysowyrda
Community Manager

Hi @kimcastlemain,

 

I apologize for the frustrating experiences you have had thus far with this functionality. After investigating your specific ticket further, I can confirm your ticket with Support is still actively being investigated. Thank you for your feedback.

 

Best,
Jenny

0 Upvotes
kimcastlemain
Participant

I just wanted to come back to this thread and any that are similar to let everbody know that we found a solution to solve this problem finally. We had half of the sales team experiencing double logging and the other half were not. There are a lot of variables related to their computer types and Outlook versions, etc. HubSpot did a lot of digging to figure the problem but in the end it was related to an Outlook rule we had set up for those experiencing double logging. The rule was placing a copy of all sent emails in a specific Outlook folder. The emails were not sending twice, but Outlook/Hubspot were 'processing' the logging code twice. We have now turned off the rule and the double logging has stopped. We are not sure yet on how we are going to tidy up over 6 months worth of double-logging from object timelines in HubSpot - but at least the issue has stopped. Hope this is helpful to anyone experiencing similar issues related to the Outlook/Hubspot integration (which I think could use a lot of improvement).

bnew12
Participant

Good Morning,

 

Just wanted to follow up on this thread to see what the status is? We are still experiencing    the same issue.

kimcastlemain
Participant

Hi,

 

Please see my post from March 2019. I posted the resolution that worked for us.

 

-Kim

0 Upvotes
bnew12
Participant

Hi Kim,

 

I read over you post before but we don't have any rules set up for the double logging like you mentioned in your post.

bnew12
Participant

Hi Jenny,

 

I just wanted to follow-up to see if there are any updates?

 

Thanks!

0 Upvotes
jennysowyrda
Community Manager

Hi @bnew12,

 

Thanks for reaching out! Can you please send along specific examples of where you are seeing emails double log on a timeline? 

 

You can direct message me the specific examples along with the email header for the email that is logging twice.

 

Thank you,
Jenny

0 Upvotes
jdxendoo
Member

Experiencing this issue many years after the initial post.

 

Empty email headers in both Outlook and Workmail for sent emails.

0 Upvotes
Snymax01
Member

I'm experiencing the same issue with every email getting double logged.

0 Upvotes
sharonlicari
Community Manager

Hey @Snymax01 

 

Have you tried what @kimcastlemain recommended?

 

I just wanted to come back to this thread and any that are similar to let everbody know that we found a solution to solve this problem finally. We had half of the sales team experiencing double logging and the other half were not. There are a lot of variables related to their computer types and Outlook versions, etc. HubSpot did a lot of digging to figure the problem but in the end it was related to an Outlook rule we had set up for those experiencing double logging. The rule was placing a copy of all sent emails in a specific Outlook folder. The emails were not sending twice, but Outlook/Hubspot were 'processing' the logging code twice. We have now turned off the rule and the double logging has stopped. We are not sure yet on how we are going to tidy up over 6 months worth of double-logging from object timelines in HubSpot - but at least the issue has stopped. Hope this is helpful to anyone experiencing similar issues related to the Outlook/Hubspot integration (which I think could use a lot of improvement).

 

Thanks

Sharon


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0 Upvotes
Snymax01
Member

@sharonlicari I have rules for outlook, but not where it it places all sent emails somewhere. I don't have rules for outgoing emails, just incoming emails. Seems like this issue has been going on for a couple of years now. Are there any other solutions? 

0 Upvotes
sharonlicari
Community Manager

Hi @Snymax01 

 

First, which email hosting provider do you use? I noticed your inboxes are connected through IMAP, so explicit confirmation here would be helpful.

Also,  could you please confirm how these emails are being sent. Are they logging these emails via a HubSpot Sales extension? If so, which one? If it's the VSTO extension, can you please share the debug logs?

 

thanks

Sharon


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Snymax01
Member

I'm not an IT expert, but I'm on outlook 365 that I believe is through an exchange server.  I send them through outlook and bcc the hubspot email address. I'm using an add on tool called Kutools. I've used the sales tools add on from hubspot and it does the same thing. 

0 Upvotes
Snymax01
Member

@sharonlicari I tried doing the debug logs, but neither one of those instructions you provided are working. Is there another way?

0 Upvotes
ABolin
Member

We are experiencing exactly what @kimcastlemain did, however, one of our users wants to keep the Outlook rule in place. Is the only option to avoid double logging an email to turn off the Outlook rule? Or is there a solution available that would allow the rule to be kept in place and an email to only be logged once? 

0 Upvotes
marcopolo
Participant

Hi there,

 

We don't have office 365 just the normal IMAP email using Outlook for desktop and we are experiencing the same problem when I use CC o BCC 

0 Upvotes