We are using D365 Case management, but we had issue about new emails still goes into 'inactive' cases.
Whenever the contact responds to the original email without changing the subject, CRM identifies the new response as a response to the original email and links it to that case. But sometime that case is already completed, hence it's inactive case. User do not notice if any new emails coming into the inactive case. WE WANT those emails to create new cases instead. We've been told from the IT department because those emails are still using the same email TOKEN, they are not going to create any new cases.
Any solution? much appreciated!
