Setting Reply emails to automatically track against a specific Case

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Posted on by MikeC282

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Hi All,

I have a question. We are running a case management system that automatically generates a case number upon case creation (saving of the record). Users send out email via the case entity (via a server side sync) and replies are tracked back to that case automatically. They are now encountering issues relating replies not tracking back to the designated case record. Most of the replies that aren't tracked back are internal replies.

I can't figure out what configuration to look at to modify our replies are tracked in the CRM and what we are currently using to track email replies back to the case. Would it have anything to do with the Case ID number?

Kind Regards

Mike

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