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We have noticed a weird trend since we have gone live with Dynamics and now have our reps heavily using the system. It seems that some random emails seem to be tracked, even though nobody explicitly tracked the email (we use server-side sync and the Dynamics 365 App for Outlook - no folder level tracking). The emails seem to be from one D365 User to another, which from what I have read about tracking, seems to be intentional. However, we have noticed it is not ALL emails between Users that are being tracked, just random ones here and there, and we are not sure if there is some kind of setting that we need to adjust to turn off this automatic tracking. For what it's worth, we have email "shortcuts" that we use internally that have the same domain as our main emails, and it seems like emails to these "shortcut" emails are tracking more often (for example, if my email were "Chris@ABCCompany.com", then one of the shortcut emails would be "Managers@ABCCompany.com", which we use to automatically email all of our managers at the company). Even this is not consistent, as some of the "shortcut" emails are tracking, and other are not. I have a couple of guesses of what might be happening:
1.) When D365 sees the "shortcut" emails and can't find a match to a User in D365, could it be auto tracking the email as an error check?
2.) We are NOT using tracking tokens with emails, but we are using the "smart tracker" that picks up on email header information to track emails. One of the email chains that has been auto tracking has the same subject from the same internal User, can the smart tracker mess up in these situations? If a Subject and sender information matches in two different emails, is the assumption by D365 that these are related emails?
3.) All of our internal emails between D365 Users should be tracked, and Dynamics is just having some kind of issue and only picking up on some of the emails.
We are completely lost at this point, and we have reps here afraid to use the tracking at all because they might have a personal or sensitive email displayed to the whole company. When it comes to that, I am not as worried, because reps can't see records if they are not the Owner, but we still want to get a grasp on what is happening. Any and all advice is greatly appreciated, thank you!
Thank you for the advice Andy! We have seen this setting, and have left it on the default option (Track Emails messages in response to Dynamics 365 email). Our thinking was this option would track any response emails automatically, but only if the email either originated from Dynamics or was initially tracked in Dynamics. Does this option also track some other type of email interactions if it feels they are relevant to Dynamics 365?
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