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135Hi everyone,
we have several service mailboxes connected to our Dynamics 365 environment, each linked to its own queue (e.g., service-US@ and service-CA@).
Occasionally, customers send an email to multiple service addresses at the same time. Currently, Dynamics 365 creates one case per mailbox, which is fine and actually expected.
However, the issue is this:
Sometimes both cases end up in the same queue, even though each mailbox is configured to route emails into its own dedicated queue.
Desired behavior
- For each mailbox included in the email (To/CC), create one case
- Each case should automatically be assigned to the queue associated with that mailbox
- This should work even if the email was addressed to multiple service mailboxes simultaneously
Question
Has anyone encountered this scenario before or found a reliable solution for ensuring that each mailbox’s incoming emails always create cases only in their corresponding queue even when multiple service mailboxes are included in the same message?
Thanks in advance for any ideas or guidance!
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