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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / New Emails no longer o...
Service | Customer Service, Contact Center, Fie...
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New Emails no longer open in a new tab

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Posted on by chrisambro123 22

Hi Dynamics forum

My organization uses Dynamics 365 for Customer Service to send out emails from Cases. We have recently started using the new UI. 

In the old UI, emails would open in a new tab when creating a new email from a case via timeline. 

In that way you had two tabs in your window: 

- The case (from which you created the email)

- The new email

In the new UI, emails do not open in a separate tab. Instead it opens in the same tab. Therefore it leaves the case (from which you created the email). 

This frustrates the users a lot. Do you know any workarounds? 

Thank you in advance

I have the same question (0)
  • Suggested answer
    AJ-22040756-0 Profile Picture
    AJ-22040756-0 Microsoft Employee on at

    Hi Partner

    Yes in new UI while creating new email from timeline, it opens in same window. its a design change and its by-design in UCI.

    You can post an idea here https://experience.dynamics.com/ideas/

  • Suggested answer
    prt33k Profile Picture
    prt33k 6,907 on at

    Hi Chris,

    The UCI platform discourages popup - since it ends up cluttering the desktop and doesn't provide a good experience on multiple devices. So this is by design and try to communicate the same to the customer.

    However, I do understand the challenge here so you can always suggest users do a Ctrl+click to open the new window. Or even right click and do 'Open in a new window'. That is what works for us.

    Thanks,

    Prateek

  • Verified answer
    JSilva Profile Picture
    JSilva 485 on at

    Hi,

    In my organization open a new "tab" in the case

    Both apps :Customer Services Hub and Customer Services Workspace 

    I have Customer engagement plan - I´m not 100% sure that this is function is available in other subscriptions 

    Set up the enhanced email experience in Dynamics 365 Sales (Dynamics 365 Sales) | Microsoft Docs

    See if it´s help

    See the image:

    6266.jpg

  • chrisambro123 Profile Picture
    chrisambro123 22 on at

    Thank you JSilva that was exactly what I was looking for :-)

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