CRM Queues / Tracking Internal Emails RRS feed

  • Question

  • Hi,

    We have recently upgrade to CRM 2011 from CRM 4, however we are experiancing a problem with Queues.

    We have a Support queue which monitors a support mailbox. The email router is tracking emails the majority of the time, however if we send an internal email to the support mailbox outside of CRM, the email is not tracked in CRM, so the support desk are unable to deal with.

    We currently have the 'Track e-mails send between CRM users as two activities' unchecked as we do not want internal emails to be tracked unless we manually track them.

    How do we get emails sent to this queue automatically tracked, ignoring the setting above. There was previous a CRM user with the same email address as the support queue. This user has been deactivated, as I am unable to delete, and I have removed the email address from the deactivated User account in CRM. But still these emails to not appear in the queue. The only method so far, is to check the setting above, which we do not want to do.

    Not everyone uses CRM to sent emails, so they are unable to create a Email Activity and send this to a queue via CRM, they are just emailing a standard email address.

    Any suggestions?



    Friday, January 13, 2012 3:27 PM

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