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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 Profile Picture
    Johnny Gong 6,482 on at
    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

  • Niamh Stanley Profile Picture
    Niamh Stanley on at
    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

  • Suggested answer
    diegompc Profile Picture
    diegompc 798 on at
    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!!

  • Johnny Gong Profile Picture
    Johnny Gong 6,482 on at
    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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