Email tracking from a support inbox

(0) Share

Report

Posted on by Community Member

I’m looking for a solution to track emails in CRM from an Exchange email address for support@org.com. Currently, all users are using CRM for Outlook (On Premise CRM 2011 deployment). The users are able to track each of their own personal mailbox items to CRM. All of the users share a folder to access to incoming mail to support@org.com. When any of the users attempt to track the email from that inbox, the message of “Only items in the default Microsoft Outlook store can be promoted to Microsoft Dynamics CRM.”

All users have access to this share mailbox because all of these emails are email requests for support. They would like to track these emails in CRM so it can be converted into a Case. What options in CRM can allow those 5 users to be able to track these incoming emails into CRM and convert to cases? They also need to be able to respond to these emails using support@org.com and have it tracked in CRM as well.

*This post is locked for comments

I have the same question (0)

All responses (6)

Answers (0)

Community Member on at

Like (0)

Report

Hi,

you can use the e-mail router to forward all mails from the support address to a crm queue. After that grant all users access to this queue.

Regards,

Marc

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Thanks Marc. I was thinking of that as well. However, when any of the users reply to the emails, they would need that to be tracked as well and have the email show that it is replied from support@org.com. What would I need to configure for this to work?

Was this reply helpful? Yes No
Suggested answer

Nuno Costa 1,300 on at

Like (0)

Report

Hi Jay,

With regards to the error you getting you can fix this following this article:

quantusdynamics.blogspot.co.uk/.../dynamics-crm-2011-outlook-client-how-to.html

The queue method could be or not more productive depending on the levels of correspondence you receive. I think if you fix the issue as per above article you should be in a better position.

Hope this helps.

Regards

Nuno

Was this reply helpful? Yes No
Sumit Bhatnagar 99 1,850 on at

Like (0)

Report

Hi,

Through outlook you can not achieve it but if you implement email router then your users can send and receive emails in CRM using this Support email address.

You can create a queue for this Support email and give access to the users those are going to use this queue.

Any more info pls let me know.

thanks !

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Thanks for the replies. In order to make this work, it sounds like I have two options: 1. Email Router and Queues or 2. Nuno's suggestion.

In both of these, does support@org.com need to have an Exchange mailbox setup? I realize that the support@org.com isn't a private mailbox in Exchange. Instead, it appears to be a "Public Folder" where the email is associated with that folder. Please advise.

Thanks

Was this reply helpful? Yes No
Sumit Bhatnagar 99 1,850 on at

Like (0)

Report

Hi..

You should have a mail box for support@org.com . Email router would not consider distribution list or folders.

thanks !

Was this reply helpful? Yes No