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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email Responses create...
Customer experience | Sales, Customer Insights,...
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Email Responses create a new case though token system and smart tracking is enabled

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Posted on by SS-14031904-0

Hi Everyone,

We setup everything from scratch and everything seems to be working perfect and fine. But whenever there is a response on the case from any other user separately included in cc while replying, 

that response is created as a new case.

I tried smart tracking and token system, that does not help.

Anyone could please help me with this?

Thanks!

Sameer Syed

I have the same question (0)
  • SS-14031904-0 Profile Picture
    SS-14031904-0 on at

    HI Guys this can be ignored, I figured out a way.

    Thanks!

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