Skip to main content

Notifications

Customer Service forum
Unanswered

create cases from 2 incoming emails with different domains in the same instance

Posted on by 15

I wanted to know can we create a case from 2 different incoming emails with different domain in the same instance and the response should also be provided seperately.

For eg: one incoming email is support@comp1.com and the second incoming email is support@comp2.com.

This is because i have 2 companies for legal matters and want to setup Customer service portal for support.

so, when i create 2 support emails with different domains, can i get emails in the same instance. which can be sent to 2 different preassigned queue and the response given to them should remain seperate. but in the same instance.

  • RE: create cases from 2 incoming emails with different domains in the same instance

    Thanks you Leo for the detailed explanation. 

    Just the continuation to that query, 

    when we send a response what is the email address the customer will see. What is want is,

    The case received from Comp1 should be replied from the Comp1 email and the Comp2 cases should be replied from Comp2 email.

    Amrish

  • LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: create cases from 2 incoming emails with different domains in the same instance

    Hi partner,

    It is possible to do this in D365.

    1.First you should create an "Record Creation and Update Rules" to make D365 create new case automatically when receiving new emails. And I suggest that you could create a new field to store the incoming email address.

    pastedimage1589164036325v1.png

    pastedimage1589164066701v2.png

    As we can see in the screenshot, we could set default value for case in details. So we could store the incoming email address in the new field on case form.

    For example here I store the incoming address into description field on case.

    pastedimage1589164202311v3.png

    Then when D365 receiving any email, it will create case based on this rule automatically. Of course if you want to create case based on special incoming address,  you could add filter conditions as well.

    2.After we could create case automatically, we could create 2 new queues for Comp1 and Comp2.

    And then we need to create 2 route rules to put cases with different address into current queues.

    For example comp1:

    pastedimage1589164537984v5.png

    Then activate the rule and  so that the case will be moved to different queues as our requirement.

    Best Regards,

    Leo

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,802 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,129 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,154

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans