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reply to support email from outlook RRS feed

  • Question

  • hi,

    we have setup queue to recieve support emails from our clients and also workflow was setup to send notify email to our support team when the new email is received

    our problem is when support users need to reply to the support email they have to reply from crm window instead of using outlook because the mail is sent to the queue not the users

    and as a result the email signature is not there and no spell checker

    is there any way that make the user able to reply to the email from outlook?

    Thanks

    Tuesday, July 24, 2012 6:22 PM

All replies

  • If your users have the CRM Client for Outlook installed, they can send e-mails using Outlook and use the Track in CRM button and set the Regarding to the case. This will ensure that the e-mail is tracked in CRM against the case.

    This isn't actually replying to the client's e-mail but instead composing a new e-mail.

    I don't think there is a simple way to be able to reply to an e-mail in Outlook that was not sent to a user's mailbox.

    Wednesday, August 1, 2012 12:13 PM
    Moderator