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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Getting emails to que ...
Service | Customer Service, Contact Center, Fie...
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Getting emails to que when the Regarding field already is filled in

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Posted on by Linda Maehre

Hi! I hope someone can point me in the right direction on a problem.

We sometimes "loose" cases because we can't see them in the que. I'll try to explain what happens: When a sales rep sends an email from a customers timeline in CRM to this customer, the Regarding field is populated with Regarding "Customer name". If the same customer forwards this email to customer service (que) the case will not be made in the customer service que since the Regarding field is already taken. How can we solve this issue where we do not receive forwarded emails? Additional information: the customer service que has its own email address and cases are made when an email is received and at this time the Regarding field is populated with the case name. When this field is taken the problem occurs. 

Thanks

  • Zap Objects Profile Picture
    Zap Objects 913 on at
    RE: Getting emails to que when the Regarding field already is filled in

    Hello Linda,

    Zap Helpdesk App can easily handle the scenario that you have mentioned.
    Apart from this... there are tons of additional features that can help you build a strong customer support process.

    For details, please refer blog: How to design a Customer Support process when using Dynamics 365 for Customer Service?

  • Linda Maehre Profile Picture
    Linda Maehre on at
    RE: Getting emails to que when the Regarding field already is filled in

    Yes, That is what I meant. Number 2 or 3 I think will be the best solutions. Could you explain nr 3 a bit more please?

  • Verified answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Getting emails to que when the Regarding field already is filled in

    Hi Linda Maehre,

    Do you mean that the mail forwarded to queue cannot be converted into case because the regarding field is occupied, right?

     think you can try it in the following three directions:

    1.Manually delete the Regarding field when creating a message in the timeline

    2.Change Automatic record creation and update rules

    3.Add a custom field that is automatically referenced as the name when creating the case

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