Hi all,
I would like to ask you if you have encountered the issue I am facing and if you have a best practice to recommend for this scenario.
The scenario is this:
- An email is received in Dynamics. The sender of the email corresponds to an address of an incoming queue inside Dynamics.
- Dynamics looks for a contact or a user with that address and, since it does not resolve senders to queues for incoming emails, it creates a new contact. From that moment on, we have a contact and a queue with the same email address.
- Every email received in the queue, in the "to" field will have both the queue and the contact in the step before, confusing the CRM users.
What is the best practice to avoid this scenario?
