web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 4.0 web, inbound e...
Microsoft Dynamics CRM (Archived)

CRM 4.0 web, inbound emails show status completed :(

(0) ShareShare
ReportReport
Posted on by Orestes 30

Hi,

We are doing a CRM 4.0 deployment, and are having a problem.

The system is able to send and receive emails, via created new activity email.

when a customer replies to that email, instead of showing up under my activities, it comes back as status completed/closed, and only shows when you click the dropdown (views) and select my closed activities, or all activities.

 I think that a new email, or an email reply from a customer require follow up, and should come in with status open, and show under "my activities" any help would be greatly appreciated.

 Regards,

 Orestes
Ashe Development Group
http://www.AsheDevelopment.Com

*This post is locked for comments

I have the same question (0)
  • Frank Hermes Profile Picture
    Frank Hermes on at

    That an email requires a follow up, does not mean that the activity by the sender isn't closed. I think that an email that has been sent, is an historic activity and therefore can be found in the history tab. Open activities can be changed and I don't think that anybody wants to change an email of a customer. If you use Outlook, the mail from the customer is in the incoming box (you can start follow ups from here) but you can as well automate follow ups via workflow (e.g. create a task for a salesman concerning the email). Also could you create a view where all incoming (and therefore closed) mails are shown.

  • Orestes Profile Picture
    Orestes 30 on at

    Frank,

     The problem is not with the sent email activity to show as closed, for that is fine, it is history.

    The problem is, that when the customer who you sent the email to replies, or a customer sends you an email.

    on the crm 4.0 web, either the reply or the new email that was sent to you, comes in, but comes in as closed/completed, and therefore does not show under my activities.

    I am talking about the web based crm 4.0

    I need to know where is the option, to make the new emails (inbound) show up as active. By looking at other CRMs, like goldmine, sales force, there is no way, that a reply or inbound(new) email from one of the contacts or account (in CRM) should come in as closed/completed.

    Regards,

    Orestes Rivero
    Sr Web Architect
    Ashe Development Group
    www.AsheDevelopment.com

     

  • Orestes Profile Picture
    Orestes 30 on at

    Just making a post in case there are other people out there that had the same problem.

     Our solution was to use the CRM 4.0 Outlook Client, without the email router.

     We were able to fix this quite a while ago, but I thought it would be nice to leave this note behind, in case someone else had the same problem.

     Orestes
    Ashe Development Group
    www.AsheDevelopment.com

     

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans