Customer Email Tracking issue with Queue and user maibox

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Hi Everyone,

I'm facing the issue of email tracking dynamic outlook apps. Support engineer sends mail from the outlook web using dynamic outlook app the tracking not happening. and the mail not received the timeline on the customer service application. Here user and shared mailbox both the same email address. One using queue and another using licence for forms pro. Kindly give your suggestion for this issue

Thank you

vetrivel G

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Jupiter Alappat 235 on at

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You could follow article and see if that helps : support.microsoft.com/.../an-email-tracked-with-dynamics-365-app-for-outlook-does-not-appear-in.

Checking the Alerts for the mailbox would also tell us if there are any recent errors.

If the issue is persistent request you to open a Service Request to investigate the issue and provide you a resolution.

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