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Replies from Other mailbox to created case

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Hi everyone.

We have the following scenario:

We have a support mailbox ( a shared mailbox ) everyone who needs access has full delegation.
When a new case is created by said mailbox from a incoming email to case setup, and a tech replies from the shared mailbox/ or on behalf the mail is linked to the case all good and well.
But when customers replies back the mail thread is seen by everyone with delegation ( not Ideal ).

What we would like to be able to accomplish is the following.
If a tech replies to a mail in the shared mailbox but replies as his/her own account, and not on behalf or as the shared mailbox.
Is it possible to have that mail link back to the Case that was auto created when the initial mail was sent to the shared mailbox.?
if yes how would this be accomplished?

Some are using outlook Desktop apps and some are using OWA.

Any guidance will be highly appreciated.

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Leah Ju Microsoft Employee on at

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Hi Partner,

1.If a tech replies to a mail in the shared mailbox but replies as his/her own account, and not on behalf or as the shared mailbox.

You need reply the received email firstly, then you can change ‘From’ address:

2.Is it possible to have that mail link back to the Case that was auto created when the initial mail was sent to the shared mailbox.?

Yes. It is possible.

This behavior happens because the InReplyTo value of the replied email matches with the messageID of the previous email that’s already in Dynamics 365.

An email correlation is created, and the case associated with the previous email is linked with the replied email.

Refer to the following link to know about using conversations to track email:

https://learn.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#use-conversations-to-track-emails

More information: https://learn.microsoft.com/en-us/dynamics365/outlook-app/user/faq-email-tracking#1-replies-and-forwards-of-an-email-that-is-part-of-a-tracked-conversation-in-dynamics-365

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Leah Ju Microsoft Employee on at

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Hi Partner,

Have there been any updates?

Please feel free to ask me any questions you may have!

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