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Double tracked emails when sending from a queue

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Posted on by Community Member Microsoft Employee

We have a scenario where we emails are doubled (both incoming and outgoing) when we send from a queue. We have enabled server side sync and the users have outlook app enabled. When a queue sends an email to a user it will be tracked to the case but because of the users email will be autotracked it creates an extra email in case as incoming.

In system settings you can disable that the system should create two activities when it is two users, but does a queue = user?

I can’t see how this is a good solution or we would be the first to experience this?

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Email and Office Integration

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LuHao 40,876 on at

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RE: Double tracked emails when sending from a queue

Hi partner,

Could you provide some screenshots?

This will help us understand the problems you are experiencing.

Also, you mean that the user's email address and contacts are the same, so will they receive two identical emails?

Thanks. :)

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