Emails to queue not going thru

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Posted on by Atlas Tech

I'm new to Customer service but have been trying to set up queues to automatically create cases for our incoming support emails.

I have approved and configured the email in powerapps.

In dynamics I have created the queue and a record creation rule, which has been activated, but I can't seem to get email to create cases.

Looking at the activity, I can't see any emails coming in, however I know they are coming into the email as I have that as a shared mailbox i can see.

I have tried from both email addresses that are contacts, and email address's that aren't and nothing happens.

I have followed the instructions on here I am pretty sure

Automatically create or update records in Customer Service Hub (Dynamics 365 Customer Service) | Microsoft Docs

but I think I'm missing something. Can anyone help?

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RE: Emails to queue not going thru

Hi Atlas,

As you mentioned, “I have approved and configured the email in powerapps”

After you configure the mailbox, in the mailbox windows, make sure you did this things:

Approve Email

Test and enable mailbox

And in the queue,

Make sure you fill the incoming email same as email address in the mailbox

Make sure that you have configure the right mailbox for the queue. If you configure the wrong one, the mailbox won't synchronize with your queue

Convert Incoming Email To Activities is 'All email messages'

Regards,

Leah Ju

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