How to organize correspondence when use CRM as internal HelpDesk

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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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RaviKashyap 55,410 Moderator on at

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Hi,

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

Hope this helps.

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Hi Ravi,

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

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RaviKashyap 55,410 Moderator on at

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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

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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?

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antc 2,909 on at

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

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Community Member on at

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Yes. exactly

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