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    In Dynamics 365 I have a workflow process triggered by a queue item entering a private Helpdesk Queue. I want the workflow to email members of the queue with an email *that contains the original email sent to support@domain.com* while right now, it only sends a fresh email, as set up in the workflow. This could take the form of fwd'ing the original email to Tech inboxes, instead of generating a fresh email out to the team. 

    I'm not allowed to post photos of the workflow or email template instruction until my account is verified, but will be hopefuly be able to add later.

    Any ideas appreciated, thanks!
    Wednesday, August 30, 2017 11:48 AM

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    Hi, 

    when a mail is sent to support@domain.com, a record mail is created in CRM ? 

    If yes, you can used a plugin for the step "PRE-CREATE" . if the receiver of the mail is support@domain.com , change him with email of the members of the queue.

    There are probably other small changes to add but it is the general idea that should work.

    Kr,

    Mohamed 

    Friday, September 1, 2017 12:13 PM