Email tracking after changing subject line

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Posted on by JaiG

Hi!

Our process involves replying to customer emails with the case number in the subject line through outlook. But because the Subject line has changed, the smart matching system in CRM no longer links the email to the case anymore and you have to manually link it.

I've tried playing around with the Smart Matching settings but it has not helped.

Is there a way I can get this to work? It's very time consuming to link emails manually to support cases.

So the process is: Case gets created automatically in CRM from external email. Support emails back the case number to the customer by adding it to the subject line. The outlook plug-in no longer links the email to the case because the subject has the case number in it.

If we don't change the subject line, it tracks the email correctly.

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MezMarianne 1,267 on at

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What about not changing the subject line and not include the case no. You can include the case no in the mail body. The customer doesn't give a hoot about your case no anyway. They just want you to fix their support case.

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JaiG on at

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Ha! Unfortunately, the case number in the subject is something we like to have internally as it makes it easy to find the case number the email is referring to without digging in to the email.

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MezMarianne 1,267 on at

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Wouldn't you have the case in the regarding field if it tracks correctly?

Not saying you can't find a solution to your problem like you want - but just asking...

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Thomas David Dayman 11,323 on at

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Usually the best way is to get the customer to add the Case Number to the body of the email. You can copy and paste the Case Number in the regarding field and it will find the case for you. If you turn off smart matching it will auto link the Email to the Correct Case if the Customer to replying to an already open Case.

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JaiG on at

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So we have server-side synchronization turned on. This means that not everyone responding to Support emails has the CRM Add-in Installed. Therefore they would not see it. And furthermore, it would still require them to actually click the Regarding link and go the case to Copy and paste the Case number.

The Support email is a public mailbox accessed by 10-12 people and we have one Level 1 support that assigns and sends case number to the customer's first email.

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JaiG on at

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Can you expand on how turning off smart matching will auto link the email to the correct case? We use Outlook to respond to customer emails, not CRM. The CRM case is there for tracking purposes.

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