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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Question about email t...
Microsoft Dynamics CRM (Archived)

Question about email tracking

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Posted on by JaiG

Hi,

We would like our support to work like this:

1) Get email from customer to Support inbox

2) CRM converts email to a Case, email gets tracked automatically against Case as an activity

3) Level 1 support employee replies to the email from Outlook but changes the subject line to add [<case number>] to the subject.

This email is not tracked against the case as an activity. Is there anyway to do this?

I have 'Smart Matching' turned on and even tried to set the 'maximum difference allowed between subject keywords' to a higher number. But it does not work.

The email sent in step 3 above never gets linked to case.

This is a show stopper for us unfortunately, we really need this to work. 

*This post is locked for comments

  • JaiG Profile Picture
    JaiG on at
    RE: Question about email tracking

    I have done that.

    But why does that even matter?

    The email is being sent to a mailbox that has a queue, not through the person's personal mailbox.

    Email > Mailbox > Queue (monitored by CRM)

    I played around the smart matching configurations, they have ZERO impact on the tracking. I even tried to use regular expression to block out first X characters, that didn't work either.

  • Suggested answer
    Nicolas.Plourde Profile Picture
    Nicolas.Plourde 240 on at
    RE: Question about email tracking

    To use "Smart Matching" you also need to configure the employee profile. Try going through this manual: http://makdns.blogspot.ca/2012/12/email-tracking-in-microsoft-dynamcis.html

    And to modify the users parameters yourself, instead of each users themselves, you could use the User Settings Utility of the XrmToolbox: http://dynamicscrmcoe.com/user-settings-utility/

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