Good morning,

We want to send an acknowledge email to clients when they email a set address with is in a queue, to acknowledge there email and also ensure that they have provided all the details required to support their service request.  The other part of this is  we only want to do this for new emails, not for responses or forwards..

I have tried to do this via setting a email template and I think we have it set correctly, but one that is in place, the emails into the queue seem to stop in my testing.  Any thoughts?

 I am new to Dynamics but have worked in other platforms and this would appear to be straight forward but clearly I am missing something.