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Hi There all,
Hope for some advice. I am trying to get all emails that come into our support email account to be managed in Dynamics. So far I have this email address assigned to a queue and if the email address is recognised by Dynamics then a case is automatically created which is great. The 2 things im having issues with are as follows:
1. How can I make it so that I am not assigned as the owner of all incoming cases created from this queue to case rule? ideally id like them system assigned then a technician can take ownership of them.
2. how can i make emails that are not recognised in Dynamics still get tracked to Dynamics but just sit in the support queue until they are dealt with, i.e. the contact being added to the relevant customer then the queue item being made into a case manually. If i turn on create activities for all emails then the unknown addresses create contacts in Dynamics and then sit there so they would easily be missed as there is no record of this in the queue anymore and if i say to only create activities for emails i know about then the email doesnt get tracked to dynamics at all.
Any help would be great, thanks all.
Hi Gary, for point 1 set up a Team and route all cases to the Team and set the Team as the Owner. Add the queue to the Customer Service Tier dashboard and then the support technicians can pick the cases from the queue and they will get assigned to them.
For point 2 you can set it so that if the Contact record doesn't already exist it will create one so will be set regarding and again still be routed to the team queue. If you don't want it to create a contact it will still be sitting in the queue assigned to the Team.
Hope that helps
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