Hi,
In your scenario with two mailboxes—one for support and one for a user—where both are receiving emails simultaneously, the issue arises when emails addressed to both mailboxes are only processed by the user’s mailbox and don’t trigger the case creation rule for the support mailbox.
Email-to-Case Rule Prioritization:
You can set up routing rules or email-to-case rules that prioritize the support mailbox over the user mailbox. This way, if an email is received by both mailboxes, the system processes the email for the support mailbox first. You can achieve this by:
Mailbox-Specific Rules:
You can configure separate rules for each mailbox. For instance, create a condition in the user’s mailbox rule that excludes any emails also addressed to the support mailbox. This ensures that only the support mailbox processes emails that include both recipients, while the user mailbox ignores them.
Advanced Settings with Power Automate:
You can also set up a Power Automate flow that checks the recipient list when an email is received. If the email is addressed to both the support mailbox and the user’s mailbox, the flow can prioritize processing for the support mailbox, ensuring the case is created properly and avoiding duplicate or missed case creations.
Shared Mailbox Approach:
Another option would be to configure a shared mailbox for support-related emails. This way, emails intended for both the user and support are handled uniformly by the same set of rules, reducing the chances of any email being ignored or misrouted.
By adjusting the email routing and rule configurations, you can ensure that emails intended for support are processed correctly and that cases are generated appropriately.
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