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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / email tracking - email...
Service | Customer Service, Contact Center, Fie...
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email tracking - emails tracked to a Sales Orders, Customer, etc not converted to cases when support queue emailed

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Posted on by DanCap 22

Hi

Wondering if someone can assist.  We have noticed if someone sends an email from a timeline in a customer, CRM, or sales order record to an email address of one of our support queues, the email is not converted to a case; the activity is only tracked back to the original timeline.

This is causing issue because users send an email from the timeline or forward a tracked email from Outlook to a support queue believing the support team are getting a case, whereas in fact the support teams are completely unaware as no case is created.

How can we also make these emails automatically become a case?

Is the possible solution to add a custom Activity option to timelines to allow a user to create a case or link to an existing case?

I have the same question (0)
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: email tracking - emails tracked to a Sales Orders, Customer, etc not converted to cases when support queue emailed

    Hi DanCap,

    When you forward a tracked email from outlook, Forwards of an email that is part of a tracked conversation in Dynamics 365:

    --It will be linked to the existing case that created from original email.

    https://learn.microsoft.com/en-us/dynamics365/outlook-app/user/faq-email-tracking#1-replies-and-forwards-of-an-email-that-is-part-of-a-tracked-conversation-in-dynamics-365 

    If you send an email from the timeline, the regarding field of the email will be populated with current record automatically:

    pastedimage1675414490823v1.png

  • DanCap Profile Picture
    DanCap 22 on at
    RE: email tracking - emails tracked to a Sales Orders, Customer, etc not converted to cases when support queue emailed

    Thanks for this. So it's doing as I expected. Is there any way to make the email also create a case as well as track back to the original record?

  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: email tracking - emails tracked to a Sales Orders, Customer, etc not converted to cases when support queue emailed

    Hi DanCap,

    1.Forward email:

    As the documentation that i shared mentioned: An administrator can enable the OrgDbOrgSetting named DoNotCorrelateForwardedEmailsAsReplies to change this behavior. 

    --Download and import OrgDBOrgSettings solution, then you can change the setting value.

    2.Send an email from the timeline:

    "make the email also create a case as well as track back to the original record"

    (1) Create case

    Maybe you can create one workflow to create case from email automatically.

    (2) Track back to the original record

    The 'Regarding' field has been populated with value from the original record.

    If you want to the created case can be linked to the email, you can create 1:N relationship between Case and Email, then you can update case lookup in the workflow.

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