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14Hi,
When an email comes into our customer support team's inbox it should also surface in their queue in CRM, we've got a power automate rule to decide whether it comes into the queue as a case or as an email.
We've encountered an issue in some instances the email never makes it into the queue as it never kicks off the power automate rule at all, so nothing comes into their queue for that particular email.
When a team member searches CRM for the email they can always find it, but the owner is often one of the internal contacts that was included in the email. When they make it into the queue the owner is often the customer support queue, but there are also examples of emails that make it to the queue that are owned by someone other than the customer support queue so I can't say for sure that this is what is causing some emails to skip the queue entirely.
We are a a bit of a loss for what to check or try next.
Has anyone encountered something similar and if so is there a solution to ensure that all emails to customer support end up the their queue so that they can work without having to search for missing emails when chased.
Thanks in advance
Dan
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