Create cases from emails going into the spam folder

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Posted on by chrisambro123

I work with a customer service organization that uses Dynamics 365 for Customer Service for case management. Cases are created from emails using Automatic Record Creation and Update rules.

The issue is how to handle emails from actual customers that end up in the spam folder in Exchange. In this case the following happens:

- My customer notices the email and moves it out of the spam folder and into the normal inbox folder

- No case is created in CRM. Furthermore, the email is not visible in Dynamics

We would like the following to happen:

- My customer notices the email and moves it out of the spam folder and into the normal inbox folder

- A case is automatically created in CRM

Any idea how to fix this will be highly appreciated

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Amit Katariya007 10,409 Super User 2025 Season 1 on at

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RE: Create cases from emails going into the spam folder

Hello Coolbeans,

As Leah Ju suggested you can use the folder level tracking.

Using which you can add the filter criteria for that new folder. so that only email from which you want to create an cases will be added in that folder. And when this email will be tracked to the CRM automatically, it will create a case.

Thank you,

Amit katariya
Coolbeans on at

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RE: Create cases from emails going into the spam folder

Hello,

Has anyone found a solution to this? I am experiencing the same concern :(
chrisambro123 22 on at

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RE: Create cases from emails going into the spam folder

Hi Leah Ju

Thank you so much for the reply. I am still working on it :-) But using Folder Level Tracking sounds like a good idea.

My issue is that the email address that receives the spam emails, is connected to a Queue from where the Cases are handled. To set up the Folder Level Tracking, I need this email address to be connected to a User (in order to login and configure Folder Level Tracking).

An email cannot be enabled for both a Queue and a User at the same time. So I am trying a few things to get it to work.
Community Member on at

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RE: Create cases from emails going into the spam folder

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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RE: Create cases from emails going into the spam folder

Hi chrisambro123,

Firstly, you need ensure the incoming email of the queue is the same with the to(recipent).

1.For your 1st question, " My customer notices the email and moves it out of the spam folder and into the normal inbox folder".

There are many reasons why emails are sent to the spam folder, and it may be difficult to find the exact reason, or you will have to keep moving the emails manually.

7 Reasons Why Your Emails Go To Spam (And Solution For Each) (sendx.io)

2.For your second question,"No case is created in CRM. Furthermore, the email is not visible in Dynamics".

if you want to see email in dynamics, you need tracking it to dynamics 365.

you can track email by 'folder-level tracking' or ''Tracked to Dynamics 365' category' two ways.

I suggest you use the Folder-level tracking based on your two questions, you can create new folder under Inbox(move email, from spam to the folder), then mapping the folder in dynamics 365.

For more detailed steps, you can refer following link:

https://community.dynamics.com/365/sales/f/dynamics-365-for-sales-forum/380905/ability-to-track-existing-email-history-from-outlook-in-dynamics

Then the Automatic Record Creation and Update rules will work after tracking, which means that case will create.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.