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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email not tracking usi...
Microsoft Dynamics CRM (Archived)

Email not tracking using Dynamics 365 App for Outlook

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Posted on by Community Member Microsoft Employee

Sent emails appears not to be tracked when using the Dynamics 365 for Outlook.

 

Here’s what’s happening and the results

 

    • Email received in Outlook from customer.
    • User manually presses Dynamics 365 App icon >> Tracks and Creates a Case in Dynamics 365 – Case created and email tracked in dynamics 365
    • User reply’s to email (user does not track) – Email NOT tracked in Dynamics 365
    • Customer responds, email received in Outlook (user does not track) – Email automatically tracked in Dynamics 365
    • User responds to email (user does not track) – Email NOT tracked in Dynamics 365

So it seems incoming emails are tracking but SENT email aren’t - any ideas?

 

Using Dynamics 365 version 8.2.2.111

Personal Email Options – see below:

24036.Capture.PNG

 

*This post is locked for comments

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email not tracking using Dynamics 365 App for Outlook

    Hi, 

    It might be a problem with yout outlook client. We had some issues with clients with the same problem. 

    We reccomended that a possibilty was to uninstall the outlook client on your laptop and then install it again. 

    It solved the problem and the emails could be tracking into CRM again. 

    All best, Mathias 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email not tracking using Dynamics 365 App for Outlook

    Thanks Donald for the info - whilst I understand your workaround(s), they are not practical in the real world as it means thing take longer rather than streamlining processes, but thank you :-)

    I'd wish Microsoft would understand customer problems and release functionality that works (end-to-end) not just A, B and D (missing C). It seems a very common issue, especially with Dynamics 365 in that customers are having to wait for the third release of something in order for it to work properly :-(

    We shall wait for v9 :-)

    Thanks again!

  • Don Wisch Profile Picture
    Don Wisch 660 on at
    RE: Email not tracking using Dynamics 365 App for Outlook

    I have run into this issue and have worked with MS support concerning it.  It is quite complicated to say the least.  I have the feeling that they are still working out the kinks since they are moving away from the Outlook Add-In and focusing on the App for Outlook.  I believe tokens are only used internally when you reply to an email from within CRM.  they are not used in the App for Outlook.  I have concluded that I cannot trust what is being tracked anymore so I always check to make sure if an email is getting tracked or not.  My response emails seem to be the biggest issue as they more than likely do not get tracked.   I believe MS's stance is that what matters is the last email gets tracked as this will have the entire conversation but I could be wrong.  Bottom line, I think they are still working out the kinks but it still disappoints me.  I say hold tight until V9 is made available for your environment.  My hope is that they resolve this issue in V9.  I know its not ideal, but you can always go into Activities - All Emails, find your email and set the regarding to the case that was originally created.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email not tracking using Dynamics 365 App for Outlook

    Hi,

    I appreciate the reply but we don't want to use tracking tokens - I concede that this will probably resolve the issue but tokens are not elegant in the real business world and they cause havoc with spam.

    In answer to your question, in System Settings we are using Smart Matching.

    What we have set "email in response to Dynamics 365 emails" by definition this should allow the system to automatically track emails reply's or forwards from an email that has already been tracked.

    Just to confirm the subject has not been changed so something appears not to be working and frankly this is starting to feel like a bug to me.

  • Suggested answer
    Mihir@CRM Profile Picture
    Mihir@CRM 4,036 on at
    RE: Email not tracking using Dynamics 365 App for Outlook

    What are the System Settings for Email ?

    Settings > Administration > System Settings

    Are you using Email tracking tokens. Enable them and check if the emails are getting tracked.

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