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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to track email whe...
Service | Customer Service, Contact Center, Fie...
Answered

How to track email when subject was changed without token

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Posted on by CU31101039-0 14
I confirmed that email tracking works if the subject line remains the same, even without a token, as per the settings in Customer Service.
 
 
However, if the subject is modified in a reply, tracking no longer works, and a new case is created instead.

For example, if the subject is "test," replying with "RE:test 123" prevents tracking.
Since customers may delete tokens, I’d like to explore options for associating emails without relying solely on tokens.

While smart matching tracks emails based on the sender and recipient, even when a new email is sent to create a separate support case, it still links to previous cases if the sender and recipient are the same, which isn’t suitable for us.
If I’ve misunderstood any part of this, could someone please clarify?
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,849 Moderator on at
    Hello CU31101039-0,
     
    You've correctly identified a common challenge with email tracking in Dynamics 365: subject line changes can disrupt the tracking process and lead to the creation of new cases.
     
    Here are a few strategies to improve email tracking and minimize the impact of subject line modifications:
     
    1. Leverage Smart Matching:
    While smart matching primarily relies on sender and recipient information, you can further enhance its effectiveness by:
    Customizing Smart Matching Rules: Explore the options to refine smart matching rules and prioritize certain criteria, such as email body content or specific keywords.
    Consider Using Additional Fields: If possible, include additional fields in your emails (e.g., case number, reference ID) to aid in matching.
     
    2. Explore Third-Party Integrations:
    Email Tracking Solutions: Consider using third-party email tracking solutions that offer more robust tracking capabilities, including the ability to track emails with modified subject lines.
    Power Automate: Use Power Automate to create custom workflows that can identify and associate emails based on specific criteria, such as sender, recipient, or email body content.
     
    3. User Training and Guidance:
    Encourage Consistent Subject Lines: Train your users to maintain consistent subject lines in their email replies to ensure accurate tracking.
    Provide Clear Instructions: Provide clear guidelines on how to use email templates and tokens to maintain subject line consistency.
     
    4. Review and Adjust Email Tracking Settings:
    Check Email Synchronization Settings: Ensure that your email synchronization settings are configured correctly to capture all relevant emails.
    Verify Smart Matching Rules: Review and adjust your smart matching rules to optimize tracking accuracy.
     
    5. Consider Custom Workflows:
    Advanced Scenarios: For complex scenarios, you might need to create custom workflows or plugins to implement more sophisticated tracking logic.
     
    Remember that the best approach will depend on your specific requirements, the complexity of your email tracking needs, and the level of customization you're willing to undertake. By combining these strategies and carefully considering your organization's unique needs, you can improve email tracking accuracy and minimize the impact of subject line changes.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    Best Regards,
    Daivat Vartak

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