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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email tracking setup c...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Email tracking setup changes subject - outlook thread breaks

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Posted on by DC Dynamics 365 198
Hi All, 
 
This is our setting in the Power Platform Email tracking; however, this is causing the subject line to be changed with every email communication, and this breaks the outlooks' ability to create the email thread. 
The tracking token's part appends to the subject line every time with a new number. We use this to match the Case responses in the Field Service - Cases. What are the other ways to achieve the same functionality without changing the subject line. 
Smart matching is an option but not sure if it will be 100% accurate. 
 
Categories:
Dynamics 365 Field Service
I have the same question (0)
  • Suggested answer
    Jimmy Passeti Profile Picture
    Jimmy Passeti 849 Most Valuable Professional on at
    Hello,
     
    If you are trying to send emails separately, it will behave in this way.
    An email thread will only be created if the email is replied to in Dynamics.
     
    Regards,
    Jimmy Passeti | Microsoft MVP
    ✅ Please mark as Verified if this answered your question!
  • DC Dynamics 365 Profile Picture
    DC Dynamics 365 198 on at
    Hi there, 
     
    The service dispatchers only have access to reply from the Dynamics - Field Services - Cases.

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