Email delimiter on timeline of case

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Posted on by JMAtoms

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Been now cutover to Dynamics completely for about a week and one thing I'm certainly missing from our old helpdesk is that is only the most recent email on a thread was imported into the case history, and not the entire email conversation each time. It used what it called "delimiters" which was a string of words it looked for to know when the next email in a thread was happening. We had it set to something like "From:" which is always the first word of a new email. This would only import the most recent part of the email into othe case history.

How can I do this with Dynamics?

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lkoplin on at

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RE: Email delimiter on timeline of case

Hello,

Thanks for the inquiry. As this has been a topic that has been brought up by other customers, we currently do not have any Out of the Box functionality that will perform this. It may be possible through a customization or third party solution that would evaluate the email before being created in Dynamics 365.

The best option at this time that I can offer is to enter a product suggestion. This will allow other customers to upvote your suggestion which the development team reviews for ideas/enhancements that they release.

https://experience.dynamics.com/ideas/

Thanks and have a great day!

Lance Koplin
Microsoft Dynamics 365
Sr Support Engineer