Creating cases from email replies associated with a record

(0) Share

Report

Posted on by Community Member

Hi,

I have the following situation: In D365 the automatic creation of cases from emails is configured so that incoming emails are converted to cases.

Suppose an email associated to a record via Regarding is sent from CRM. When a customer replies to it, the email gets to D365, but it is associated with the original record and no case is created. The desired scenario is that a new case is created and the reply is associated with it.

I suppose D365 cannot be configured this way and it could be achieved only by a custom WF or code. Am I right or am I missing something?

Thank you.

*This post is locked for comments

I have the same question (0)

All responses (3)

Answers (0)

Sort by

Community Member on at

Like (0)

Report
Copy link

Link copied!

I am also facing the same issue after upgrading from CRM 2013 to Dynamics 365 on-premise. In CRM 2013, any reply from customer on Agent's email creates a new case but after the upgrade to D365 the same rule does not create a case for the replied emails and only works when a new email is sent by the customer. Is this some thing changed between CRM 2013 to D365(8.2) on-premise?

Was this reply helpful? Yes No
Suggested answer

Dynamics365 Rocker 7,755 on at

Like (0)

Report
Copy link

Link copied!

Below link may help you:

docs.microsoft.com/.../automatically-create-case-from-email

Was this reply helpful? Yes No
Zap Objects 924 on at

Like (0)

Report
Copy link

Link copied!

Hi Tom & Puneet,

If the Customer is open to using third party apps then can try Zap Objects: Helpdesk - Email to Case App!

The App supports creation of Case from email (irrespective of Regarding value), tracking of new email automatically to Case if Case Number is present in email subject!
Zap Helpdesk App provides a super advanced Helpdesk automation. For more information, refer:

https://zapobjects.com/apps/zap-helpdesk/

Was this reply helpful? Yes No