Automatic Case Creation from Forwarded Email

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Posted on by RyanE

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I am attempting to find out if what I want to do is possible, any help would be appreciated.

My company has a support (helpdesk) email address that our customers will email to have a new case automatically created for them. I have even modified the automatic case creation rule so that no case is created if the sender's email ends with our domain name (as we don't want/need cases created for internal senders).

The question I have is often times our customers will email one of our employees directly and no case is created. I am looking to see if there was a way to be able to forward that email, maybe as an attachment, to a mailbox that will create a case off of the original sender's email.

Not sure if I explained that clearly, but I imagine there is some way I could accomplish this.

Thanks in advance for any recommendations.

Ryan

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RE: Automatic Case Creation from Forwarded Email

Hi Ryan,

We have added the Case creation from email forward feature recently to our email2case solution. You can refer below blog post for more details:

https://community.dynamics.com/crm/b/iotapcrminsights/archive/2016/09/23/creating-case-automatically-from-quot-forwarded-email-quot-using-email-to-case-in-microsoft-dynamics-crm

Let me know if you have any questions.

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Tim Dutcher 2,100 on at

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RE: Automatic Case Creation from Forwarded Email

This can be done in a plug-in that is relatively easy to code. I implemented this for a client a few months back. In their case, they wanted to match (set the regarding field) an email that was sent to or cc'd to support to an existing case if it exists (matched by case id, subject, recipients and other criteria) or create a case if an existing case does not exist.

In your case, if the forwarded email is auto-tracked in CRM, then a plug-in can do the following: 1) on create of an email, check the To field 2) if the To field matches the support email address then create a case.

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RyanE 180 on at

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RE: Automatic Case Creation from Forwarded Email

Hi Sandeep,

This is not a solution for the issue. This just explains case routing.

Thanks though!

Ryan

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sandeepstw 4,601 on at

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RE: Automatic Case Creation from Forwarded Email

HI,

Please check this link:

www.powerobjects.com/.../10-tips-managing-auto-case-creation-case-routing

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RyanE 180 on at

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RE: Automatic Case Creation from Forwarded Email

Thanks for your reply Neil. I understand how to do everything you mention, the thing I don't know how to do is automatically create a case off of the attached email.

What I would like is if CustomerA sends an email to EmployeeA, then EmployeeA can forward the email as an attachment to a mailbox on CRM. Then CRM will automatically create a case off of the attached email's information.

Could you point me in the right direction on how to create a case from the attached email?

Thanks!

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Neil Benson 7,369 User Group Leader on at

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RE: Automatic Case Creation from Forwarded Email

If you have modified the case creation rule to ignore emails from your domain, then it won't be possible to create a case when an employee forwards a customer's email to the monitored mailbox. You'll need to remove this constraint.

If internal senders need to forward a customer's email to the helpdesk, they'll need to forward the customer's email as an attachment (if you're using Outlook, there is a button for this in the Respond ribbon group but it's not used very often so your users might need a bit of training).

If internal senders keep sending non-customer emails to your customer helpdesk even after you've asked them not to do so, publish their names on a dummies leaderboard (a tactic called 'shamification') and make sure your CEO sees the leaderboard. Or just tell them to stop it.

If internal senders need to forward a customer's email to the helpdesk, they'll need to forward the customer's email as an attachment (if you're using Outlook, there is a button for this in the Respond ribbon group but it's not used very often so your users might need a bit of training).

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