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See full e-mail conversation

問題 See full e-mail conversation

  • Friday, April 20, 2012 1:40 PM
     
     
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    Hello!

    How is it possible to see an e-mail conversation within Dynamics CRM 2011 Online? 

    I would like to see an e-mail and all the replies to the e-mail, like in gmail, facebook (or even outlook) on the same page, on the e-mail's page.

    How could I achieve this? I'm sure I'm not the only one who is thinking about this.

    Thanks,

    Tamas

     

All Replies

  • Friday, April 20, 2012 8:19 PM
    Answerer
     
     
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    Hi,

    The short answer is you can't unless you use the Outlook client but I think you mean you'd like to open a record and see its closed activity associated view in conversation form?

    A suggestion has been made on the connect site (https://connect.microsoft.com/dynamicssuggestions/feedback/details/525621/e-mail-history-should-have-a-conversation-view) 2 years ago but not many people have voted for it. It would be a good feature though.

    Rob

    Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

     
  • Monday, April 23, 2012 4:31 PM
     
     
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    Thank you for the response! The link you provided doesn't work for me unfortunately.

    We are using Dynamics CRM as a ticketing system. But we don't want to generate a case for all e-mails, since there are a lot of them and many don't need a lot of investigation.

    But if there is a conversation with a client, it would be necessary to see the whole e-mail conversation fast. Just like in other ticketing systems I saw, or in gmail, facebook etc. How Dynamics CRM be a great tool as e-mail/ticketing system if it can not provide such a simple and basic feature?!

    Also there is a tracking number in the e-mails subject, so theoretically connecting emails is possible. When generating a Case from an email this tracking happens automatically, the emails are collected and connected to the Case. I would like to achieve the same. The emails with the same tracking number should be connected to each other and displayed as related entities on the email's page.

    Wouldn't it be possible with a workflow or a custom solution to do this? If an e-mail comes in we add it to the other e-mails with the same tracking number.

    Thanks for your thoughts about this!

    Tamas

     
  • Monday, April 23, 2012 8:11 PM
    Answerer
     
     
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    Hi Tamas,

    You will need to sign up to Microsoft connect using a live id in order to view and add suggestions for product enhancements.

    I don't disagree that crm should have this feature, there are 3rd party add-ons that may do what you are looking for such as the 'activity tools' by mscrm-addons:http://www.mscrm-addons.com/Products/AddonsforMSCRM2011/ActivityToolsforMSCRM2011/tabid/167/Default.aspx

    Rob

    Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

     
  • Thursday, May 03, 2012 2:40 PM
     
     
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    Thank you for the suggestions. Unfortunately activity tools add-on doesn't work for CRM Online. 

    I voted for the E-mail conversation feature.

    I am still looking forward for any other ideas, work arounds, add-ons which may help!