how to prevent tracking internal emails?

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Posted on by Jorge Gomez

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We wish to ensure all email sent TO support@[ourdomain].com ends up in a specific queue. This includes any email sent from an external email OR sent from an email within the same domain (ourdomain.com). Our problem: we currently need to select the email configuration setting 'Track emails sent between CRM users as two activities' to ensure emails sent FROM ourdomain end up in the queue. We do NOT want to set this because this email configuration setting tracks all internal emails, which have no purpose in CRM.

Does anyone know how we can avoid auto-tracking emails sent from [ourdomain] except those sent from [ourdomain] to support@ourdomain.com.

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