Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Inbox Feature - Markin...
Service | Customer Service, Contact Center, Fie...
Answered

Inbox Feature - Marking Read Does not work

(1) ShareShare
ReportReport
Posted on by Community member 14
Hi All,
 
We are trying to implement the inbox feature of Dynamics 365 Customer Service. We have enabled the inbox and right now only email activity type is mapped to myWorkItems. I am experiencing a problem while testing , the received emails (that are automatically processed by Automatic Record Creation rules and for some of which automated cases are created) show up as unread under the inbox. When the user clicks a specific item, that is marked as unread but when another item is clicked it returns back to being unread, and the previous item is back to being unread. Same happens if the 'eye' icon is clicked to mark an item as read, the item clicked is seemingly marked as read but the item that the focus is on becomes unread. When the page is refreshed it shows everything as unread. 
 
Has anyone come across this problem? And what are we doing wrong?
 
Kind Regards,
 
Uygar Yoruk 
  • Verified answer
    Community member Profile Picture
    Community member 14 on at
    Inbox Feature - Marking Read Does not work
    It was probably a bug , I had opened a ticket as recommended but before we had the call with support I realised this issue has been solved over the weekend and now it is working just fine. 
  • Verified answer
    Community member Profile Picture
    Community member 15 on at
    Inbox Feature - Marking Read Does not work
    I am having the same issue as well, from my perspective it seems as a bug from MS in some update. I have worked with the inbox for a while and never had this issue before.
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Inbox Feature - Marking Read Does not work
    Hi Partner,
    Trying to reproduce your problem, I'm experiencing the same situation as you are:
    It is true that what you are currently viewing is temporarily marked as READ, but in reality the unread number shown on the left is still 2.
    My version:
    It's not clear if it's designed that way or if it's missing something? The information available at the moment doesn't say anything about it.
    Maybe we can create a ticket for Microsoft Support to get a professional response!
    I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
    Regards,
    Leah

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Tip: Become a User Group leader!

Join the ranks of valued community UG leaders

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,494 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,309 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans