Email reply from client not getting tracked against a Case in CRM

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Posted on by Dominic CARVALHO

We are having problems when receiving email replies from customers that they are not automatically getting tracked into CRM.

I tried some CRM Case activities and below are the results.

Sent email to our Support email ID from my personal email ID. (acting as external customer)
A Case got automatically created in CRM.
Appended the Case number to the original email subject and sent a reply to my personal email logged on as myself through the CRM Reply button.
Received the email in my personal account and sent a reply back, this time to my corporate email address (since I was the person who sent it out via CRM).
The reply from my personal account did not get automatically tracked in Outlook, so I manually tracked it against a Case using ‘Set Regarding’ in Outlook.
Sent reply again from Outlook to my personal email.
Sent a reply back from my personal email to Outlook. Again, did not get automatically tracked, so I manually tracked it using ‘Set Regarding’ in Outlook.

Note: Even not appending the Case Number to the email subject in step 3 above has the same behaviour.

Why does the incoming email not get tracked directly when all the replies sent out from our side has a set regarding done?

We are on O365 and CRM 2016 Online.

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Karuna Karan 1,212 on at

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RE: Email reply from client not getting tracked against a Case in CRM

Share your Email Configuration Setting, preferable a screenshot that shows your server profile, incoming, outgoing email settings. In addition your email tracking has to be enabled.

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Dominic CARVALHO 2 on at

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RE: Email reply from client not getting tracked against a Case in CRM

Hi Karunakaran,

Please find the screenshots below.

The token matching checkbox is not selected in our CRM instance. This is a global setting and has been disabled by the management. I don’t see this to be a solution for tracking Cases. All other emails which are replies to Leads, Opportunities, etc.. get automatically tracked in CRM correctly. It’s just that the replies from Customers attached to Cases do not get tracked automatically.

Furthermore, all our support users have their sync method to be ‘Microsoft Dynamics CRM for Outlook’ for incoming, outgoing & appointments.

Regards,

Dominic.

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PS 23,577 on at

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RE: Email reply from client not getting tracked against a Case in CRM

In the third screenshot, 'use Tracking token' is uncheck, please checkmark it and automatic tracking would work.

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Dominic CARVALHO 2 on at

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RE: Email reply from client not getting tracked against a Case in CRM

If the checkbox is responsible for tracking, how is email tracking from Outlook already working for Leads & Opportunities without any issues?

This checkbox has been deliberately turned off by the management, so I would have to be very sure that turning it on is the solution for CRM Cases to be automatically tracked.

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Karuna Karan 1,212 on at

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RE: Email reply from client not getting tracked against a Case in CRM

The purpose of these tokens are to increase the accuracy of determining whether or not emails are related to existing tracked CRM records.

https://technet.microsoft.com/en-us/library/hh699705.aspx

More Understanding: https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/08/14/email-tracking-token-in-dynamics-crm-2011

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