We are having problems when receiving email replies from customers that they are not automatically getting tracked into CRM.
I tried some CRM Case activities and below are the results.
- Sent email to our Support email ID from my personal email ID. (acting as external customer)
- A Case got automatically created in CRM.
- Appended the Case number to the original email subject and sent a reply to my personal email logged on as myself through the CRM Reply button.
- Received the email in my personal account and sent a reply back, this time to my corporate email address (since I was the person who sent it out via CRM).
- The reply from my personal account did not get automatically tracked in Outlook, so I manually tracked it against a Case using ‘Set Regarding’ in Outlook.
- Sent reply again from Outlook to my personal email.
- Sent a reply back from my personal email to Outlook. Again, did not get automatically tracked, so I manually tracked it using ‘Set Regarding’ in Outlook.
Note: Even not appending the Case Number to the email subject in step 3 above has the same behaviour.
Why does the incoming email not get tracked directly when all the replies sent out from our side has a set regarding done?
We are on O365 and CRM 2016 Online.