Email tracking on a shared mailbox

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Posted on by Niamh Stanley

Hi All,

I need to find a solution for a problem and I am wondering if anyone has had the same problem before. The way our CRM is set up we have some users who have multiple email addresses they need to track from. They are set up on server side for their primary email address but we need to find a way to track incoming and outgoing for the shared mailboxes.

We have tried folder tracking but some of our users have a very intricate filing system for their emails and this solution doesn't fit our business need. We have also tried the queue's method but I realised after setting this up this method only tracks incoming emails.

Does anyone have any suggestions on how I can track both incoming or outgoing emails for shared mailboxes?

Any suggestion would be massively appreciated!

Thanks

Niamh

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Johnny Gong 6,482 Moderator on at

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RE: Email tracking on a shared mailbox

Hi Niamh，

The outgoing mails should also be tracked in queue. You could refer to the step by step configuration document as follow:

consultantabhishek.blogspot.com/.../configuring-shared-mailbox-microsoft.html

Hope it helps.

Regards

Johnnyg

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Niamh Stanley on at

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RE: Email tracking on a shared mailbox

Hi,

Forgive my ignorance if I have missed something but the queue method suggestion only allows for tracking incoming emails - we set this up for our users and then realised it wasn't tracking any outgoing emails. This is my biggest problem!

Thanks for the help!

Niamh

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diegompc 798 on at

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RE: Email tracking on a shared mailbox

Hi Niamh Stanley

I hope this helps:

community.dynamics.com/.../using-shared-mailbox-and-queue-in-crm-for-implementing-generic-email-address-in-dynamics-365-and-exchange-online

community.dynamics.com/.../213092

Regards!!

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Johnny Gong 6,482 Moderator on at

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RE: Email tracking on a shared mailbox

Hi Niamh,

There's an old case which is much similar with your case although it is on CRM online 2016. You could refer to the following linkage for more details.

community.dynamics.com/.../200235

Hope it would help.

Regards

Johnnyg

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