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Dynamics 365 Email: Filter the "From" field with the user's queues when replying the email

Posted on by 286

Hello Community,

Does anyone know if there is an easy way to apply filter to the "From" field of the email reply in D365, such that when user is replying the email in D365, the user clicks on the "From" field and would only see the list of queues the user belongs to, so that the user can select one of those when sending the email response.

Is there a way to achieve this without JavaScript or custom dev. Can this be done via configuration?

Thanks!

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Dynamics 365 Email: Filter the "From" field with the user's queues when replying the email

    Hi D365EL,

    In fact, unless you have only one queue, JS is unavoidable: 

       

  • RE: Dynamics 365 Email: Filter the "From" field with the user's queues when replying the email

    D365EL,

    I doubt it can be done without JS or a plugin.  We made it simple for our Global Customer Service Teams.  On the User record we added a Custom Default Queue, lookup to Queues.  For our Customer Service Users we populate that with the Customer Service Queue the User is a 'member' of.  Then for every email create/reply/forward, if that field has a value the plugin replaces the From with the Queue, if it is blank the plugin doesn't do anything and leaves whatever value MS put in the From by default.  The User can put forth the effort to change the From, but very few do, and eventually they just stop updating it (especially after we train them on how to create an email signature in CRM).

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