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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email Tracking in Dyna...
Microsoft Dynamics CRM (Archived)

Email Tracking in Dynamics CRM (Sent/Received)

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Posted on by Abhiram Thulasi 2

Hi All,

I have a query regarding the email activities in dynamics CRM (Online -2016). I have created workflows for sending email to CRM users from Leads and Opportunity based on different criteria's.  System is creating multiple emails for the same activity, one with state Sent and another one with state Received. For each email that I am sending from the system is created as two emails with same content and only difference is the state of the activity.

How can I disable this functionality as i don't want to create multiple activities in the system.

Please help me on this.

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email Tracking in Dynamics CRM (Sent/Received)

    Hi Abriham

    There are many choices when it comes to CRMs: Salesforce, Zoho, SugarCRM, Dynamics, Oracle, Zendesk, among others. All these systems have different features suited for different business sizes and needs. Which works best depends on your situation, but the best way to maximize these CRMs is to integrate them with phone systems and other apps.

    You can do this with a CTI software like Tenfold. Tenfold taps the data in your CRM and connects it to your phones to streamline the sales call workflow and help your sales team achieve better results. Tenfold is also equipped with other functions to integrate leads, create tasks faster, save call data and track emails.

    They support MS Dynamics integration: www.tenfold.com/.../dynamics

  • Abhiram Thulasi Profile Picture
    Abhiram Thulasi 2 on at
    RE: Email Tracking in Dynamics CRM (Sent/Received)

    Thanks for your reply, mentioned option is already unchecked. But the system is still creating multiple activities.

  • Suggested answer
    Gary Letter Profile Picture
    Gary Letter 1,267 on at
    RE: Email Tracking in Dynamics CRM (Sent/Received)

    Go to Settings -> Administration -> System Settings -> Email, and try clearing the checkbox for "Track emails sent between CRM users as two activities."

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email Tracking in Dynamics CRM (Sent/Received)

    I think this is how it works out of the box. Same thing when forwarding an email. It create a different email . Also with more than one recipients it creates one email for each recipient

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