Prioritize mailbox in Customer Service

(0) Share

Report

Posted on by eromerof

Hello,

I have a doubt related with the mailboxes synchronization and D365 Customer Service. In this scenario I have two mailbox. One mailbox is associated with a support mail and the second mailbox is associated with an user (for example User A). Both mailboxes are synchronizing all incoming emails and sending emails. The first mailbox (Support) is associated to a rule for creating or updating records automatically. When an email arrives to this mailbox, this rule create a case (It's a common scenario, I know). The problem is when an email arrives and in the email they have put the user and the support mailbox at the same time in the 'to' field. Sometimes it goes through the user's mailbox first and does not generate any case because the rule is configured only for the Support Mailbox.

How could I solve this problem? Any idea?

Thanks in advance!

Categories:

Activities

Omnichannel