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215We have several queues setup in CRM 2016 (8.1.0359). One of our queues handles most of the incoming emails. It appears that if I send an e-mail directly to that email address setup on the queue, it works just fine. There are a few scenarios for us that aren't working however. For my example, sales@help.com is what the queue is setup to use.
1. If an email is sent to an email address with an automatic forwarder setup to the email address the queue is using. For example, info@help.com is autoforwarding to sales@help.com. The email is received in the inbox of sales@help.com, but it never appears in the queue.
2. If an email is sent to a group such as USOffice@help.com that the sales@help.com account is a part of, the email shows up in the inbox, but never goes to queue.
3. If an email is sent to someone else and sales@help.com is either in the CC or BCC line, the email never shows up in the queue, but we see it in the inbox.
Info from our setup.
- We are using "Server Side Synchronization or Email Router" for the Incoming and Outgoing email.
- The "Track emails sent between CRM users as two activities" is marked.
- We are using Office 365 for Exchange/Outlook.
I am not sure what to check at this point, so any assistance would be greatly appreciated.
Nicole
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