Send, receive, and track customer communication from the PSA workspace.
Mail centralizes customer and project communication so teams can keep context attached to the right account, project, invoice, or task.
Navigation
- Inbox: /mail
- Thread:
/mail/{id}
What Mail Is Used For
- Customer conversations.
- Project delivery updates.
- Invoice and billing follow-ups.
- Internal coordination when messages are linked to PSA records.
- Reviewing communication history for an account or project.
Mail Records
| Field | Meaning |
|---|---|
| Subject | Email or thread title. |
| Participants | Sender, recipients, and copied contacts. |
| Related record | Account, contact, project, task, invoice, expense report, credit note, timesheet, time entry, or milestone. |
| Status | Open (inbox), archived, or spam. |
| Attachments | Files included with the message. Maximum 8 MB per file and 25 MB total. |
| Timestamp | When the message was sent or received. |
Filters
- All Mail.
- Inbox.
- Sent.
- Archived.
- Spam.
- Starred.
There is no search box on Mail. Use filters and related records to find a thread.
Common Workflows
Compose a Message
- Open Mail.
- Compose a message.
- Add To, Cc, and Bcc as needed.
- Attach files if required.
- Link a related record when the conversation belongs to one.
- Send.
Review and Reply
- Open Mail.
- Filter to Inbox, Sent, Archived, Spam, or Starred.
- Open the thread.
- Reply, forward, archive, mark as spam, move to inbox, or print.
Good Practices
- Keep subject lines clear.
- Link messages to the right customer or project when possible.
- Do not use Mail as the only source of approval for billing or project changes; use approval workflows when the record requires formal review.