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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Disable Automatic Emai...
Microsoft Dynamics CRM (Archived)

Disable Automatic Email Tracking?

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Posted on by RyanE 180

I'm trying to find out what settings I can change to stop the following:

We have a help desk email address setup that our clients send in support requests to. I then have cases automatically created from these emails. Any email correspondence between the client and my company is then tracked in the case, this is exactly what I want. The issue I am having is that if that email chain is commented on internally between to of MY employees, this is also tracked in the case. I would like to not have internal emails tracked. Is this possible?

I know when the issue started and that is what I moved from the Outlook synchronization method to Server-Side Sync. We did this so we can use the new feature of the Outlook app where Server-side sync is required.

I can provide more details is my description is not clear.

Thanks is advance for any assistance.

Ryan

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  • Suggested answer
    Muhammad Salahuddin Profile Picture
    Muhammad Salahuddin 470 on at
    RE: Disable Automatic Email Tracking?

    Hi Ryan,

    As you want not to track email which are sent b/w two users (of Dynamics CRM). You should check off the option:

    Track emails sent between Dynamics 365 users as two activities


    You can find this option in System Setting => Email.

    EmailTrackingDynamicsUsers.PNG

  • Suggested answer
    Lema Salamov Profile Picture
    Lema Salamov 440 on at
    RE: Disable Automatic Email Tracking?

    Well Ryan, before you decide to go for the approach I described before, you must evaluate the impact of your current challenges.

    If you go for the approach I described, you'll be  "forced" to use D365 Interface to compose email messages(Well, it's still possible to combine D365 and Outlook, but with some manual steps tho). Text editor in the D365 is limited and does not support ability to add images inline(copy/paste images/print screens etc.). So if your help desk team handles cases where they provide instructions on how to do something, you must evaluate this limitation within online email text editor in D365.

    Ps. Btw the new email rich text editor is on the list in the upcoming release(aka July release), but I haven't seen any details about that.

  • RyanE Profile Picture
    RyanE 180 on at
    RE: Disable Automatic Email Tracking?

    Yeah, I'll have to dig deeper to find out how the emails are getting tracked into cases. Because I'd prefer to have it work the way you described.

    Thanks!

  • Lema Salamov Profile Picture
    Lema Salamov 440 on at
    RE: Disable Automatic Email Tracking?

    Hi again Ryan,

    Well, there are really many different options to setup email tracking in D365.

    If you used tracking tokens (and not smart matching) to track emails, you could just set user settings in the way I showed you in my previous posts. Then your customer service agents could simply remove the tracking token from the subject field in the email, when exchanging email with each other in email chain in Outlook. Emails without tracking tokens wouldn't be tracked automatically into your cases in CRM.

    But it looks like you have a different setup in your email routing and tracking settings and it’s a bit difficult to understand how email are tracked in your current config.

  • RyanE Profile Picture
    RyanE 180 on at
    RE: Disable Automatic Email Tracking?

    Hi Lema,

    Sorry it took me awhile to get back to you. Here is some comments on each point you made.

    1. What I mean by Standard mailbox is I created a mailbox is CRM and used email address of the O365 mailbox and they are the owner of the mailbox. We are also using the standard feature of "record creation and update rules".

    2. Actually I would like to track outgoing if it went externally to the customer, I just don't want to track emails that are entirely internal to internal. Does that make sense?

    3. Well, I'm not sure. We have tracking tokens enabled, but no users in my organization send email from D365 so I guess they are not really being used.

    Let me know if you need more info!

    Thanks!

  • ashlega Profile Picture
    ashlega 34,475 on at
    RE: Disable Automatic Email Tracking?

    Hi Ryan,

     one possible "hack" to this (if nothing else works, though Lema might be right and you may just need to configure those user settings)..

     Let all those emails end up in Dynamics, but set up a plugin/workflow (which will require a custom workflow activity) to delete internal emails

  • Lema Salamov Profile Picture
    Lema Salamov 440 on at
    RE: Disable Automatic Email Tracking?

    1. Well, this part is interesting. What do you mean by "standard mailbox"? I assume you are using O365? So this is a user inside portal who "ownes" this mailbox? The second question is your current sett up in CRM: are you using standard feature "record creation and update rules"?

    2. Ok, this means I understood it correctly - you want to track all responses from customer automatically, but not outgoing emails.

    3. Ok, but how do you respond to the customer if your using tracking tokens? I mean, tracking tokens are only generated through web interface(D365).

    Well, I think it can solve your problem, but there are several dependencies. So I need to understand your current configuration before I can assume that this is going to help you. Or you can run a test on a user with config I mentioned above.

    ps. you're welcome:)

  • RyanE Profile Picture
    RyanE 180 on at
    RE: Disable Automatic Email Tracking?

    Hey Lema, thanks for your help. Here's the answers to your questions.

    1. No, we use a standard mailbox for incoming emails. One thing worth noting though, is that this mailbox is forwarded to our helpdesk member's mailboxes as well through Exchange.

    2. Correct. I want emails tracked from customer to us and us to customer, but not us to us.

    3. Outlook.

    We don't respond to emails in D365. However if I'm following you correctly, you're saying I can edit the personal options you show above so that only when you reply from within D365 will the emails be tracked. With this setting, if emails are replied to within Outlook they won;t be tracked. Is that correct?

    Thanks for your assistance.

    Ryan

  • Suggested answer
    Lema Salamov Profile Picture
    Lema Salamov 440 on at
    RE: Disable Automatic Email Tracking?

    I have a few more questions to understand your use case:

    1. Do you use forward mailbox for incoming emails?

    2. You want to track all emails from the customer into CRM, but not emails between your employees about this case?

    3.  Do your employees use the CRM interface or Outlook when they interact with each other?

    So, if you use Outlook App and CRM and you don't want to track outgoing email automatically - you must adjust user settings for tracking per employee to "Email messages un response to Dynamics 365 email". Then only incoming emails in response(which means email sent through D365 interface with tracking token) will be automatically tracked to this case.  

    PrntScreen.jpg

    Note, that this must be done per user, but you can bulk edit user settings by using user setting utility in xrmtoolbox

  • RyanE Profile Picture
    RyanE 180 on at
    RE: Disable Automatic Email Tracking?

    I'll take that into consideration, but it won't be an easy task to make that change.

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