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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Tracking Case Email Ac...
Customer experience | Sales, Customer Insights,...
Answered

Tracking Case Email Activity

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Posted on by Danish365 20

Background: We are migrating from Zendesk to D365.


I am tracking email Activity to portal, the objective is to provide consistent experience whether the customer/agent responds through portal comment or reply via email (similar to zendesk)

The challenge I am facing IS Every time the complete email thread is tracked. Is there a way to only show/track the latest email and not complete thread each time.

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  • Suggested answer
    lkoplin Profile Picture
    lkoplin on at

    Hello Danish,

    Thank you for providing the details around your issue.

    If I understand correctly, you are currently using Server-Side Sync to track emails to Dynamics 365.  However, you are wondering if there is a way to only track the latest reply and not the entire thread.

    With what I believe you are trying to accomplish, the answer would be no we cannot just track the latest reply and not track the entire email.

    With Server-Side Sync, we are synchronizing a user's exchange mailbox that we have enabled in Dynamics 365.  If the user manually tracks an email from their Exchange Inbox or if the email meets the criteria to automatically be promoted, we make a request to create that activity (via Server Side Sync) in Dynamics 365.

    Server-Side Sync is just taking the details for the email and creating a mirror image of that email in Dynamics 365.  From what you are describing, you would like to track on the latest reply into Dynamics 365 from that email which SSS is not able to perform at this time.

    Please correct me if my assumptions are incorrect. 

    Thanks,


    Lance Koplin
    Microsoft Dynamics 365
    Support Engineer

  • Danish365 Profile Picture
    Danish365 20 on at

    Thanks for your reply Lance. You are right, we are using Server-Side Sync.

    My consideration is more about how the email activity appears for customer.

    The Time line on customer portal will show the email as as screenshot below..4/3/2/1.




    pastedimage1590185921113v1.png

    Now when the agent replies to the email it would again be shown as thread 5/4/3/2/1.. and so every time the complete thread. As i understand; there is no way to grab and show only email 5 and CRM will show whole thread each time. This is a big consideration because  a case can takes up to 30 emails and this will create a hay stack on customer portal.
     

  • Suggested answer
    lkoplin Profile Picture
    lkoplin on at

    Hello Danish,

    That is correct, there is no way to just grab the latest reply.  Each Email Activity will bring in the entire email thread.  All server-side sync is doing is creating a copy of the email in the exchange mailbox inside of the Dynamics 365 organization.

    Thanks,


    Lance Koplin
    Microsoft Dynamics 365
    Support Engineer

  • Community Member Profile Picture
    Community Member on at

    Background: We are migrating from Zendesk to D365. I am tracking email Activity to portal, the objective is to provide consistent experience whether the customer/agent responds through portal comment or reply via email (similar to zendesk)

    Software I've been using for such migration was making all such actions automatically. The only poor side of my migration from Zendesk was that it didn't move my settings of workspaces. Although I've been trying it for migrating from  zendesk to freshdesk and it worked for those two custom relationship management systems. Now I think to do the same with D635.

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