We have setup a queue for a shared mailbox and created an automatic record creation rule for the case-entity.
Result: Incoming e-mails are being converted to a case.
After the record creation, an email is being sent from this shared mailbox to the sender of the original e-mail.
This e-mail is related to this case so the e-mail history is being tracked. The original sender receives a 'your case has been created' kind of email.
Result: E-mail is sent from shared mailbox to sender original e-mail. E-mail is tracked on Case record.
So far, so good.
When the sender from the original e-mail replies on the 'your case has been created' e-mail, we do have an issue.
The reply e-mail is tracked to the case record. That's fine because the e-mail indeed is related to this case record.
The real problem is that we don't get a notification or something like that, we cannot see we have an unread e-mail which is related to an existing D365 record.
Because of this we cannot act fast on the customer reply. It can happen we never see this email. It is just a coincident when we do see this e-mail.
Is there a way we do get a notification when a reply email is received related to a D365 record?
Or is there an other way we can proccess these email records.
We somehow need to know that an answer is received...
