Hello everyone!
The way our current email tracking is setup is this: When a new or received email is opened, and we want the email tracked, we select the track icon and select the account the email is regarding. Once that is done, the email gets sent.
Here's where our issue lies; when the recipient receives that tracked email and responds to it, their response also triggers an activity creation in CRM, unless they select the "untrack" icon before responding. This is an issue, because we now have a lot of redundant email activities being created inadvertently by employees who either are not aware of how the system works, or forget to 'untrack' the email.
My question; can we alter the system so that when someone receives a tracked email, the recipient then has to select the "track" icon themselves in order to trigger another activity creation?
Let me know if I need to elaborate on this...
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