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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Tracking Emails
Customer experience | Sales, Customer Insights,...
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Tracking Emails

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Posted on by MM-28081254-0 4
Hi
 
I thought we turned off tracking emails from Outlook for users of Sales CRM, but it seems one user is still having his Inboc emails tracked.

What is worse is when we look at the records in Dynamics, we cannot see any of these emails - so it's like it's tracking, it's reporting the emails as tracked, but actually does nothing.

Please help, this is making us feel like Dynamics has wormed its way into Systems but is doing nothing with the data - or worse - is it doing something?
Categories:
Dynamics 365 Sales
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  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel 764 Most Valuable Professional on at
    Server-Side Sync / Dynamics 365 App for Outlook still enabled for that user
    Even if you thought you disabled email tracking org-wide, if the user’s mailbox in Dynamics still has Server-Side Synchronization approved and enabled, incoming/outgoing messages can still be processed.
    The “Tracked” status you see might actually be Outlook showing the Dynamics category/tag ,not a true record in CRM.
    Tracked category applied, but record creation blocked
    If you disabled automatic record creation (e.g., “Only track emails to/from Dynamics contacts/leads”), the system may still mark emails as tracked in Outlook but discard them if they don’t meet rules.
    That explains why you don’t see them in Dynamics.
    How to Confirm & Fix
    Here’s a checklist for you:
    • Check the User’s Mailbox in Dynamics 365
    • Go to Advanced Settings → Settings → Email Configuration → Mailboxes.
    • Open the affected user’s mailbox.
    • Check if Incoming Email / Outgoing Email are set to Server-Side Synchronization.
    • If yes, and you don’t want tracking → set to None and unapprove.
    • Check Org-Wide Settings
    • In Dynamics Settings → Administration → System Settings → Email tab:
    • Verify if “Track emails” is turned off or restricted.

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