Hello! I am testing using Asana with a client to streamline communication and workflow as we work through projects. The client users are “guests” outside of my domain name. When I comment on a project and tag a client user, they do properly receive their email notification. When they reply to the email, however, we are finding that sometimes the reply does not get pushed to Asana – it is not added to the conversation, so I never see it. Is this an issue that anyone else has encountered? Is there an easy explanation/solution I’m overlooking? Thank you!
Hi @Brian_Lee! I’d recommand the following:
Ask your client to make sure they have enable email notifications for your Organization; they might have enabled them for their own Organizaiton, and not for yours (https://asana.com/guide/help/fundamentals/settings#gl-to-email).
Make sure that they reply to email notifications from the email address they have chosen to create tasks in Asana (https://asana.com/guide/help/fundamentals/settings#gl-from-email).
If this doesn’t fix your issue, I’d recommand reaching out to support (asana.com/support) so our team can take a closer look into your set up!