Hi
I'm setting up a ticketing system for my company therefore apologies if this is an obvious question!
During testing, when I reply to the 'customer' and then the customer replies back it creates a new case every time?
I'm obviously missing something but can't think what. Maybe I am missing something in record creation rules or possibly an email workflow.
Thanks in advance for the tips.
Thanks
Stuart
I'll mention that Smart Matching has its own failures.
For example, let's say you have an incredibly common case title, like "Help" - it's pretty easy to end up with emails from same-named cases ending up on your case. So, you can use the Tracking #, or do what we did - we put the case number on every subject and we have a plugin to scan incoming emails and route them to the correct case.
Thank you. This helped. It was the smartmatching that was turned off.
Hi..
You need smart matching and automatic case creation rules setup properly.
Here are some articles which will help you..
docs.microsoft.com/.../automatically-create-case-from-email
crmbook.powerobjects.com/.../automatic-case-creation
docs.microsoft.com/.../set-up-rules-to-automatically-create-or-update-records
docs.microsoft.com/.../email-message-filtering-correlation
blogs.msdn.microsoft.com/.../microsoft-dynamics-crm-email-correlation-and-smart-matching
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