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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Is it possible to Trac...
Microsoft Dynamics CRM (Archived)

Is it possible to Track Email from Shared Mailbox through Outlook

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Posted on by Amiy 340

Hello, 

I am using CRM online 2016 , need to know that is it possible  to track emails directly from a shared mailbox from Outlook .  Up till now, the only way to do this was to move or copy the emails from the Shared Mailbox to a Personal Mailbox and track the emails from there in Outlook .

Thanks

Amiy

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Amiy,

    There have been previous posts regarding shared mailbox from Outlook to track, however none are specific in Outlook that you can track from a shared mailbox. Microsoft saw this as a security so not multiple people can access a mailbox to track in CRM without licenses per user. Otherwise, there are multiple proposed variations below.

    1) Generate a Queue in CRM to the shared mailbox and ensure that is email router and store all the emails into CRM.

    Adv - CRM stores all emails incoming

    Disadv - you can not select which ones are being stored in the CRM, unless you delete

    2) You could do forward mailbox by sending the mail into each member's inbox

    Adv - You skip a step of dragging the single email

    Disadv - makes your personal inbox have more emails

    3) Continue with the extra step of dragging the single email to your primary inbox, due to the outlook app only recognizes the CRM user at the default e-mail address.

    Adv - you know exactly what you want into CRM

    Disadv - extra step of dragging email

    Reference: http://community.dynamics.com/crm/f/117/t/123888

    Old Question: http://community.dynamics.com/crm/f/117/t/114133 

    Thanks,

    Tim

  • Amiy Profile Picture
    Amiy 340 on at

    Thanks Timixer

  • Community Member Profile Picture
    Community Member on at

    Hi Amiy,

    You can add the shared mailbox as a separate mailbox and outlook and track it straight away.

    Go to outlook,  add another account

    Your name :  Shared Mailbox

    Email Address: SharedMailbox@Domain.com

    Password : "Leave it blank"

    and Click on Next.

    You'll see a pop up window with options to enter username and password. Enter your username and password here.

    username : Username@domain.com

    Password : your login password.

    Restart the outlook and done.

    Warm Regards,

    Abhiyan

  • Sam Conroy Profile Picture
    Sam Conroy 274 on at

    Hi Abhiyan,

    Doesn't the mailbox that is being used have to be the default mailbox for it to track correctly?

  • Community Member Profile Picture
    Community Member on at

    Does anyone know if I simply will convert the shared mailbox into the user mailbox and will give to my colleagues the access to it. Is it gonna be wrong and anything will be missed?  

  • Suggested answer
    william garwood Profile Picture
    william garwood 10 on at

    you can create it as its own user then add a prompt to select the mailbox when you open outlook. once you are on the shared mailbox you can track as that mailbox! only downsides

    1. will need a licence

    2. will have to keep switching 

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