Issue with smart matching and tracking token when used together

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Posted on by Arvind Bhat

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Hi,

We are using smart matching + tracking token feature to ensure accurate email to case association and to avoid emails form being associated with past emails if the subject was similar/identical. But off late we are seeing that multiple users are getting the same CRM token and is getting associated with a case. Thus random emails are getting tracked with this case. User count is 999 and we have set the "Number of digits for incremental message counter" as 9 - which is good enough.

So why is this issue happening? Is it that using both tracking + matching causing some kind of conflict - something I came across vaguely in other posts but I am not sure. Please help out! Thanks!

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