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Dynamics 365 Community / Forums / Customer Service forum / Tracking incoming emai...
Customer Service forum

Tracking incoming email automatically

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Posted on by happyman 565

Hi All,

Any way to track automaticlly all incoming email regarding a case exchange.

Ex:When i open a case, we sent automaticcly a email to customer, and i'd like to track all exchange with the cutomer regading this case in the case activity

Thanks a lot.

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I have the same question (0)
  • Wayne Walton Profile Picture
    Wayne Walton 13,730 on at

    If you have your native Exchange integration set up, this should just happen anyway.  Do you have that set up, and do you have your Queue set up with a valid email address?  

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    You need to et up server side sync to sync your emails. You can refer below links -

    support.microsoft.com/.../dynamics-365-e-mail-setup-configuration-and-dynamics-365-for-mobile-ho

    arunpotti.wordpress.com/.../how-to-configure-email-using-server-side-synchronization-in-crm-2016-online

    suyati.com/.../step-step-guide-configuring-emails-ms-dynamics-crm

    Hope this helps.

  • happyman Profile Picture
    happyman 565 on at

    Hi,

    Can i do it also with a POP3/SMTP serve profil, the customer use Lotus as mail server.

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    Refer this:

    dyn365apps.com/.../how-to-configure-dynamics-365-to-receive-emails-from-gmail-using-pop3

    Hope this helps.

  • happyman Profile Picture
    happyman 565 on at

    Hi RAVI,

    Thanks for your feedback.

    But i'm looking for how to track all exchange with customer regarding a case. When customer reply for email regarding a case, i'd like to track it into a case's activity

  • Wayne Walton Profile Picture
    Wayne Walton 13,730 on at

    That happens one you set up email tracking.  Set the first email regarding the Case, and all subsequent ones will also track to the case.  That's standard functionality.

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