Where are company generated emails stored or pulled from?

DesireeJones
DesireeJones ✭✭✭✭✭
edited 10/06/22 in Smartsheet Basics

Where does SmartSheet pull our company email addresses from? We have a situation where an employee who is no longer with us has the same email address as another active employee.

When our active employee submits a form in SmartSheet, the incorrect email address associated with the former employee is being used to send an automated email notification.

Is there a way we can review and edit the employee email addresses?

Thank you!

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Best Answers

  • DesireeJones
    DesireeJones ✭✭✭✭✭
    Answer ✓

    Hello @Mike TV ,

    Thank you for your prompt and legitimate replies and your spectacular patience.

    I understand how the SmartSheet community works, thank you for your intense consideration.

    To answer your reply and legitimate question, it seems the company reused the email address and allocated it to a different employee. So we are trying to figure out where SmartSheet is pulling the information from.

    Thanks!

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓

    Hi @DesireeJones

    An email address can only be associated with one Smartsheet account at a time. This means that if your new Employee logs in to Smartsheet with a duplicate email, the account they're logging in to will be the previous Employee's account.

    You can manage members of your Smartsheet plan by accessing the User Management page in the Admin Center, that @Mike TV linked to. Here's another article that you may find helpful! Admin Center: Add, edit, or delete users

    If your email alerts have the wrong name associated with the email, this is likely due to the Smartsheet name associated with that account. A System Admin can adjust this (see the article above) or the new Employee can change this in their personal settings: Adjust your personal account settings

    Let me know if this helped! If not, it may be useful to see screen captures showing the areas where you see discrepancies, but please block out sensitive data.

    Thanks,

    Genevieve

Answers

  • Mike TV
    Mike TV ✭✭✭✭✭✭

    @DesireeJones

    I believe it's from the join (activation) email the account admin sends a new SmartSheet user when they set up their account. Why do you say it's an incorrect email address when it's the same email address and is the address for the new user?

  • Mike TV
    Mike TV ✭✭✭✭✭✭

    Marking legitimate answers as not answering your question without any communication isn't how the community forums are designed to work.

  • DesireeJones
    DesireeJones ✭✭✭✭✭
    Answer ✓

    Hello @Mike TV ,

    Thank you for your prompt and legitimate replies and your spectacular patience.

    I understand how the SmartSheet community works, thank you for your intense consideration.

    To answer your reply and legitimate question, it seems the company reused the email address and allocated it to a different employee. So we are trying to figure out where SmartSheet is pulling the information from.

    Thanks!

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓

    Hi @DesireeJones

    An email address can only be associated with one Smartsheet account at a time. This means that if your new Employee logs in to Smartsheet with a duplicate email, the account they're logging in to will be the previous Employee's account.

    You can manage members of your Smartsheet plan by accessing the User Management page in the Admin Center, that @Mike TV linked to. Here's another article that you may find helpful! Admin Center: Add, edit, or delete users

    If your email alerts have the wrong name associated with the email, this is likely due to the Smartsheet name associated with that account. A System Admin can adjust this (see the article above) or the new Employee can change this in their personal settings: Adjust your personal account settings

    Let me know if this helped! If not, it may be useful to see screen captures showing the areas where you see discrepancies, but please block out sensitive data.

    Thanks,

    Genevieve