I am trying to set up teams to view incoming emails, created cases, and other activities in a queue. The idea is to allow for incoming communications plus assigned cases to be responded to by the next available agent on a team.
Here is what I have so far:
- My tier 1 team has a queue for tier 1 items
- The queue has a mailbox that is connected to the inbound email address (shared mailbox)
- The mailbox has been approved by a global administrator
- The CRM mailbox for the queue is configured correctly to perform server-side synchronization
- The queue is set to convert all incoming emails into activities
- When emails come in, I see an activity record for the email
- When viewing the tier 1 queue, I see an empty queue
- When querying the queueitems collection via OData/Postman, I see that the queue item record has been created
I am at a loss for why these emails do not appear in the queue. I am an administrator and have added myself as a member of the queue. I've tried to create rules to create a queue item from the activity but this just duplicates what is already happening.
What am I missing?
