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Email/Case management not to create multiple cases from an email reply

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Posted on by Community Member

Hi,

I created a queue that will create a Case when a new email is received. I also setup a auto reply mechanism.

How do I prevent it to create a new case when there is a reply to that email?

I don't want unnecessary cases created if there are already a case created for that specific email message. Please help.

Cheers,

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RE: Email/Case management not to create multiple cases from an email reply

Hi cam64,

By default, the replied email from sender can be tracked to the case automatically.

Use email message filtering and correlation to specify which emails are tracked - Power Platform | Microsoft Docs

Go System Settings dialog and Email tab to ensure 'Use correlation to track email conversations' option is checked, and check 'Use smart matching' and 'Use tracking token' options.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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