Hello Fellow users
In dynamics 365 customer service
under queues management
I have a support queue that receives incoming emails , and transform them to cases
the replies also come into this queue , and transforms into activities under the case ( same incoming email used for the queue ) but since the correlation in email settings is on , the replies do not transform into cases (which is correct )they stay in the queue .There is a rule configured to transform the email into case , and to send an auto reply
is there anywhere I can do configuration in customer service or the queue to remove those queue items ?
Maybe you can use workflow/flow to delete or remove these queue items about replied emails.
Or you can try to put a filter on the rule that the email subject does not contain 'RE:'.
I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me. Regards, Leah
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