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How to organize correspondence when use CRM as internal HelpDesk

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Posted on by Community Member Microsoft Employee

Hello,

We are trying to use D365 Service module as internal HelpDesk system. Some parts of the systems we have done successfully but with emails isn't easy. The problem is that messages are tracked several times, for example a user John sends a service request to service mailbox and service mailbox answers him with standard reply that a case for his problem was created but CRM smart matching find this email in John mailbox and tracks it (one is sent by system to John and second is received by John from system) so eventually we have repeating emails like this.

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How to organize correspondence when use CRM as internal HelpDesk

    Yes. exactly

  • Suggested answer
    antc Profile Picture
    antc 2,909 on at
    RE: How to organize correspondence when use CRM as internal HelpDesk

    I'm not sure I completely understand however do you have a user and a contact with same email address?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How to organize correspondence when use CRM as internal HelpDesk

    I noticed that one email is sent from a user and the second email is received from a contact for this user. How I can avoid this?

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: How to organize correspondence when use CRM as internal HelpDesk

    If its happening even after disabling this setting then there must be something else. I am not sure what but you can contact Microsoft Support to get some more assistance in fixing this.

    https://admin.dynamics.com

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How to organize correspondence when use CRM as internal HelpDesk

    Hi Ravi,

    Thanks for the answer but the problem is that even after I turned off this option, emails still are tracked two times :(

  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: How to organize correspondence when use CRM as internal HelpDesk

    Hi,

    You can configure this with the below setting- Settings >> Administration >>System Setting >> EMail (tab) >>

    email.png

    Hope this helps.

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