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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email to queue - queu...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Email to queue - queue items

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Posted on by Martin. 39

Hello,

We have a queue set up to receive emails from a mailbox. However, when we reply to an email, it remains in the queue. Is there a way to automatically remove the email from the queue once we have replied to it? Alternatively, is there a filter we can use to ensure that replied emails do not appear in the queue?

Please note that we do not use the "convert to case", "pic", or "route" functionality.

Thank you in advance for your assistance.

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  • Suggested answer
    Moximox Profile Picture
    Moximox 4 on at

    Yes, there are a few different ways to remove emails from the queue in Dynamics 365 Customer Service once you have replied to them.

    One option is to use a workflow to automatically remove the email from the queue after it has been responded to. To do this, you can create a workflow that is triggered when an email is marked as completed. Within the workflow, you can add a step to remove the email from the queue. This will ensure that emails that have been replied to are automatically removed from the queue, without requiring any manual intervention.

    Another option is to use a filter to ensure that replied emails do not appear in the queue. You can create a view or a queue that filters out emails that have already been replied to, so that only unresolved emails are visible in the queue. To do this, you can create a filter that excludes any emails where the "Status Reason" field is set to "Completed" or "Cancelled", or any other value that indicates that the email has been resolved.

    To create a view or a queue with this filter, go to the "Views" or "Queues" area of Dynamics 365 Customer Service and select "New". From there, you can select the appropriate filter criteria to ensure that only unresolved emails appear in the queue.

  • Martin. Profile Picture
    Martin. 39 on at

    Hi

    Thank you for your response.

    I believe that using a filter in a view is the best approach, but unfortunately, it doesn't seem to be working as intended. I have tried using the related object (email message) in my query, but it doesn't seem to be functioning correctly. Could you please advise me on what I might be doing wrong?

    2526.query.png

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