Tracking emails for users with dame mailbox

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Posted on by betlejuice

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Hi! I have the following scenario. Three users work in outlook with one mailbox. They want to track their emails from it to crm.

In this mailbox i have created three folders. One folder per user and i have set up folder tracking for each user.

So every of the users put his email in his folder and the email is tracked in crm. All is ok.

I need your advice on my solution. It is the correct way? I dont like that each user has the same mailbox as primary mail. I was thinking about queue but it cannot be used for folder tracking as i know.

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Community Member Microsoft Employee on at

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RE: Tracking emails for users with dame mailbox

Hi betlejuice,

What criteria do you use to categorize these emails sent to the mailbox into each of these three folders?

You can track these email as normal through folder, then use same criteria to create queue item in workflow.
betlejuice 2,139 on at

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RE: Tracking emails for users with dame mailbox

Hi Leah! Thank you for your answer.

I can't understand how to do that in my scenario.

I have three users with the same email address. Each user works from his own PC. The app module is installed in outlook for each user.

In outlook there are three folders (one for each user). How can i setup my workflow to tell crm to create a queue item for the emails that came from this folders?
Community Member Microsoft Employee on at

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RE: Tracking emails for users with dame mailbox

Hi betlejuice,

You can create a workflow to create a Queue Item for these emails and assign queue you want to them.