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Service | Customer Service, Contact Center, Fie...
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Email Sync Not Capturing Most Inbound Emails - D365

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Posted on by 10

We're ramping up for a production deployment for Customer Service, but a large issue with the inbound email sync is causing us some massive headaches.

  • We have created an "Inbound" queue and have tied it to a shared mailbox inbound-development@example.com.
  • The owner of the mailbox, queue, and case creation rules have been assigned to an administrator user with a full D365 license.
  • Running enable and test for the mailbox performs successfully with no errors or warnings
  • We are able to receive some emails from certain email accounts.
    • Some of these accounts already have a contact in the system, others do not
    • When emails are received, the proper case creation rule is followed and the case is created successfully
    • Auto responses are sent out properly to the address that emailed in.
    • All the proper activities and cases are created from the above
  • Most email accounts are not entering the system
    • Some were caught by O365 Exchange's spam filter. Adding exceptions here and retrying did not work.
    • When emails are not absorbed by D365, they sit in the shared mailbox's inbox, untagged
    • No activities are created
    • No cases are created
    • There are no plugin trace logs created
    • There are no mailbox sync issues listed in the dashboard
    • There are no alerts in the queue's mailbox
    • Downloading the queue's mailbox log doesn't reveal anything

I'm pretty much at a loss. For some reason it seems like these emails are being rejected due to some sort of qualification, but I cannot tell what it could possibly be.

If anyone has any insight, it would be highly appreciated. This is a complete blocker for us from rolling into production.

I have the same question (0)
  • LuHao Profile Picture
    40,892 on at
    RE: Email Sync Not Capturing Most Inbound Emails - D365

    Hi pathartl,

    Please check that "Select the email messages to track in Microsoft Dynamics 365" is selected correctly in your personal settings.

    pastedimage1583827260650v2.png

  • pathartl Profile Picture
    10 on at
    RE: Email Sync Not Capturing Most Inbound Emails - D365

    This is not applicable to my issue as the mailbox setup to sync with Dynamics is a shared mailbox and is not a user's mailbox.

  • Suggested answer
    pathartl Profile Picture
    10 on at
    RE: Email Sync Not Capturing Most Inbound Emails - D365

    We were not mailing the correct mailbox.

    Yep.

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