I have recently had issues with emails going into CRM. We have a number of queues that monitor mailboxes, convert all emails to activities and then create case records for those emails.
I have been playing around with the mailbox trying to resolve issues and when I keep looking at the queue items, nothing is appearing in there. However, staff then informed me that it was all fixed. Enquiries are being created from emails, they just don't appear as queue items.
Is this correct? Have I just understood the flow incorrectly? I know an email activity is different to a queue item but can an email into a queue get converted straight to an email activity and then an enquiry without being a queue item? If so, what are the emails I see as queue items?
Thanks