Disable Automatic Email Tracking?

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Posted on by RyanE

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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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Lema Salamov 440 on at

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RE: Disable Automatic Email Tracking?

Hello Ryan,

Which option for email tracking do you use? Tracking token or smart matching? Or both?

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RyanE 180 on at

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RE: Disable Automatic Email Tracking?

We have only Tracking Token enabled, but these emails that are ending up in CRM cases don't have the token even added to the subject line.

What it seems to me is that the email thread is automatically tracked if a case is created with the Automatic record creation we have enabled for cases. I just don;t know how to change the settings so that ALL emails in the thread are not tracked.

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tw0sh3ds 5,600 on at

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RE: Disable Automatic Email Tracking?

This is not possible - either you track all the answers or not at all. Maybe you should think of changing the way you communicate internally? Emails are currently really something becoming legacy especially in terms of internal communication within company - there are so many options here like Office365 groups, Teams, Yammer and non-MS solutions - maybe it's good time to try to migrate to some of this solutions? I was skeptical about such idea few months ago, but right no I don't imagine working on a project and communicating through mails instead of Teams (whereas Emails are strictly for communication with our Customers which makes mailbox much cleaner and more useful)

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RyanE 180 on at

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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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Lema Salamov 440 on at

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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.

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

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RyanE 180 on at

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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

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Lema Salamov 440 on at

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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:)

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ashlega 34,477 on at

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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

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RyanE 180 on at

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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!

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Lema Salamov 440 on at

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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.

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