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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to route a forward...
Microsoft Dynamics CRM (Archived)

How to route a forward email to a queue ?

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Posted on by Community Member

Hello everyone,

I am the owner of my queue in CRM. So when I track an email it will go to my queue. Now, all the emails which send to dummy@example.com will forward to my email. When I receive the email from dummy, the sent field is to Dummy, not to me. So that email wont go to my queue. Is there a way to auto route that email to my queue ?

The purpose of this exercise is : I want to auto create case whenever I get email from someone send to me or send to dummy@example.com

I am appreciated all the comments,

Thank you very much,

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  • Suggested answer
    Balamurali Srinivasagan Profile Picture
    Balamurali Srinivas... 300 on at

    Hi,

    If your goal is to auto create case based on received emails, you could consider using single common email address (say dummy@example.com).

    1. Create a new CRM queue and configure it with support email address– e.g., dummy@example.com
    2. Configure queue to automatically create email activities for incoming emails on email router.
    3. Create a workflow to auto create case.

    The emails send to support email address will be auto tracked into queue and created as case. After auto creating case, the workflow shall have steps to assign the case to user/team and push into the same queue or different queue for further tracking.

    In case you want to track an email on your mailbox, you could simply forward it to the support queue manually or configure outlook forward rule to automate the forward.

    If you have CRM online Spring ’14 or CRM 2013 SP1 on-remises, the feature is now in-built. http://www.microsoft.com/en-us/dynamics/crm-customer-center/automatically-create-cases-from-email-or-social-monitoring.aspx

    If my post helped you please mark my post as the suggested answer.

    Regards,
    Balamurali

  • Community Member Profile Picture
    Community Member on at

    Hi Balamurali,

    Actually, I am already using auto create case for all the emails which come to my address. Let's say my address is duc@example.com. All the emails which is sent to duc@example.com will go to Duc Queue and CRM will auto create case for emails in this queue.

    The problem is : Emails which are sent to dummy@example.com will forward to me and I want all these email can be route to Duc Queue but it won't. Because in the to: field, its not duc@example.com, its dummy@example.com so CRM wont route it to Duc Queue

    BTW, I am using Outlook 2013, my email is Pop3 server

    Do you have any idea?

    Thank you for your response,

  • Suggested answer
    Balamurali Srinivasagan Profile Picture
    Balamurali Srinivas... 300 on at

    Hi Duc Le,

    It looks like you indented to use default user queues for tracking your emails. In this scenario, you probably need to include both the email addresses on the recipient list.  If you have only the dummy@example.com on recipient list, it will not be added automatically to your default queue duc@example.com.

    Since the email is special type of entity and it will be added automatically to all default queues of all recipients of the email, if auto routing is enabled.

    Could you add duc@example.com to recipient list (To or CC) while forwarding the email to dummy@example.com and check whether it appears on your default queue?

    In case dummy@example.com is a user in CRM, then you can edit the user’s default queue to the same default queue of your user record. This way both the users will have same default queue and the emails tracked against both the users will automatically added to the same default queue.

    If you are interested to understand how the queues are designed in CRM please refer - http://blogs.msdn.com/b/crm/archive/2010/12/20/introduction-to-queues-in-microsoft-dynamics-crm-2011.aspx

    As I’ve mentioned in my previous post, the general practice is to have a separate support queue and forward the emails to that queue and define routing mechanism on workflow. Depending on your requirement, you could use the default user queue or separate support queue.

    If my post helped you please mark my post as the suggested answer.

    Happy CRM!

    Regards,
    Balamurali

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