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Best practice and/or options for capturing related email into case history?

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Posted on by JMAtoms

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Hello all! I'd like. We're moving to dynamics from a fairly primitive ticketing system (along with also using the Sales Hub for which I guess I have a similar question). Our previous ticketing system had an mailbox that you'd copy in with communication on a case. Putting the case number in the subject of the email is what would let the ticketing system know which communication belonged with which ticket.

How do we achieve something similar with Dynamics Customer Service? Also, I'm looking for some insight on how to achieve the same thing with leads/ops and overall account communication in the Sales Hub, but if that can't be answered here I'd be more than happy to start a thread on that sub-forum.

Thanks!

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superbcustomer 10 on at

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RE: Best practice and/or options for capturing related email into case history?

Hi there, can you please explain me to the purpose of using dynamics 35. I cant quite grasp the idea or how-to of this article. I even sought out the help of Microsoft's superb customer service to list my ways and info which would prove helpful. Buts its just that i cant quite understand fairly.
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Pankaj Gogoi 3,177 on at

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RE: Best practice and/or options for capturing related email into case history?

Hello,

By default, tracking email is a manual process—you have to choose the Track button or the Set Regarding button for each email message you want to track.As an alternative, you can set an option to track email messages automatically.

Few more references.

https://docs.microsoft.com/en-us/power-platform/admin/settings-email-tracking

https://docs.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/set-option-automatically-track-incoming-outlook-email

Best Regards

PG
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Rashmitha R S on at

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RE: Best practice and/or options for capturing related email into case history?

Hello,

Please refer to these articles, they should help you with a lot of queries on email being tracked under a case in customer service hub.

1. docs.microsoft.com/.../email-message-filtering-correlation

2. docs.microsoft.com/.../user-guide-customer-service