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Dynamics 365 Community / Forums / Sales forum / CRM Case emails not tr...
Sales forum

CRM Case emails not tracking

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Posted on by Community Member

Pretty simple. Open a case. Reply to an email associated with the case, from CRM. Email goes out to customer. Customer replies. Reply goes to CSR. Tracking tag remains. Activity never appears in CRM/Case. The CSR can respond to it fine. Tag remains in place the whole time.

Settings has tracking enabled. Both tag and smart matching. Just never happens. CSR email is configured (can send, afterall).

What might be the issue?

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  • Suggested answer
    Frank Lee Profile Picture
    Frank Lee 4,617 on at

    Ensure that the CRM Email Configuration is setup.  Then I would test it out on a regular CRM email not associated with a Case to a test CRM contact - check it both the outgoing email is tracked?  and the incoming email is automatically converted into a CRM email activity.  

  • Zap Objects Profile Picture
    Zap Objects 924 on at

    Were you able to resolve this issue?
    Out-of-box email tracking process is not fool-proof.
    In our email-to-case app, we extract the case number from email subject and automatically track the email to the corresponding case. This way all customer communication with support agent is automatically tracked against the case.
    https://zapobjects.com/apps/zap-helpdesk/

    Regards,

    Sumeet

    www.zapobjects.com

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