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Hi, an email has been sent to Dynamics and its correctly created a case. We then reply to that email from the case, all is ok. My issue arises when the customer then replies to my email and has changed the text in the subject line. when the customer replies with changed text in the subject line, Dynamics creates a new case, it does not go back to the original case.
Dynamics appears to use the email subject line as the unique Id between the email and the case. Can we change this in some way, so that Dynamics uses something else as the unique ID or solve this issue in some other way, thanks.
Hi Malc,
The system use correlation to track email conversations, replied emails were judged to be part of the conversation based on subject.
Thank you very much Leah Ju, that answers my question.
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