Email Tracking and Convert to Case Challenge

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Posted on by crmrsw15

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Hi,

Our support help desk will be migrating from using Outlook to a Outlook/Dynamics hybrid via the Outlook Plugin.

We are changing the structure whereby they currently monitor 2 mailboxes in Outlook, to only linking one mailbox with Dynamics to track and convert emails to cases.

We can't simply shut down the 2nd mailbox for a variety of reasons but are concerned that clients may still send emails to that mailbox. If they do we will need to move them over to the other mailbox in order to convert them to cases or track them.

However, if we forward those emails to the correct mailbox then we will loose the 'from' details and it won't effectively convert to case or track. Can anyone think of a way around this?

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