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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email Tracking lost
Customer experience | Sales, Customer Insights,...
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Email Tracking lost

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Posted on by IvaElTercero 5

Hi everyone! Gotta a little issue here. Little but complex.

When a user creates a case, an email is shot . If this mail is answered , it can be tracked. Issue is that sometimes, the external who resplies this mail clears the subject text field. (Instead of letting RE: or RV:). Once this subject is cleared, the mail is "lost". It is TOTALLY OUT of the CRM radio. 

Does anyone know a solution? Some kind of "hidden code" inside the mail that let us still track the mail even the user changes subject?

Thanks ir regard!

Agustín

  • Suggested answer
    M I Mostafa Profile Picture
    M I Mostafa 4,257 on at
    RE: Email Tracking lost

    Hi Augustin,

    I did this before using Exchange Online transportation later by adding a keyword to the header of outgoing emails. Using this approach you can automatically track all email responses to these outgoing emails regardless of the subject line by injecting your keyword in email message headers. 

    Here is a link to my detailed article:

    http://www.mohamedmostafa.co.uk/blog/2018/10/18/automatically-track-all-incoming-and-outgoing-email-messages-in-dynamics-365-without-opening-outlook-and-across-any-device-pure-exchange-and-dynamics-365-server-side-synchronisation/

    Hope this helps. Please mark as an answer if it does. 

    Thanks

    Mohamed 

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