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When replying to an email the queue email address is added twice

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Posted on by CU26091537-0

Hello,

I’m encountering an issue where my "Reporting Support" queue is automatically being added to the "To" field when I send an initial email reply to a user from a case record. This leads to multiple emails appearing in the timeline, as the reply is technically being sent from the queue.

Is there any out-of-the-box functionality in Dynamics 365 that could be causing the queue email to be automatically populated in the "To" line? Any insights or suggestions would be greatly appreciated!

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Case Management

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Amit Katariya007 6,335 Moderator on at

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When replying to an email the queue email address is added twice

Hello User,

Have you checked if mentioned email address in the TO field is added when you are composing the email from CRM ? If yes then try to remove from the email.

Thank you,

Amit katariya

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