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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Prioritize mailbox in ...
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Prioritize mailbox in Customer Service

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Posted on by eromerof 104
Hello,
 
I have a doubt related with the mailboxes synchronization and D365 Customer Service. In this scenario I have two mailbox. One mailbox is associated with a support mail and the second mailbox is associated with an user (for example User A). Both mailboxes are synchronizing all incoming emails and sending emails. The first mailbox (Support) is associated to a rule for creating or updating records automatically. When an email arrives to this mailbox, this rule create a case (It's a common scenario, I know). The problem is when an email arrives and in the email they have put the user and the support mailbox at the same time in the 'to' field. Sometimes it goes through the user's mailbox first and does not generate any case because the rule is configured only for the Support Mailbox.
 
How could I solve this problem? Any idea?
 
Thanks in advance!
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 4,767 Super User 2025 Season 1 on at
    Prioritize mailbox in Customer Service
    Hello eromerof,
     

    You've identified a classic challenge with email routing and automatic case creation in Dynamics 365 Customer Service when multiple mailboxes are involved in the "To" field. The core issue is the unpredictable order in which Dynamics 365 processes incoming emails against the mailboxes and their associated rules.

    Here's a breakdown of the problem and potential solutions:

    Understanding the Problem:

    • Mailbox Synchronization: Both the support mailbox and User A's mailbox are set to synchronize all incoming emails.
    • Automatic Case Creation Rule: The rule is configured to create cases only when emails arrive at the support mailbox.
    • "To" Field Overlap: When an email is sent to both the support mailbox and User A's mailbox, Dynamics 365 may process it against User A's mailbox first, bypassing the case creation rule.
    • Processing Order: The order in which Dynamics 365 processes emails against mailboxes is not guaranteed and can vary.

      •  

    Solutions:

    1. Server-Side Rules (Recommended):

      • Concept:

        • Implement server-side email rules (either in Exchange or your email server) to route all emails sent to the support mailbox to a specific folder or category.
        • Configure Dynamics 365 to only synchronize emails from that folder or category. 

      • Implementation:

        • Exchange (or Email Server):

          • Create a rule that triggers when an email is sent to the support mailbox.
          • The rule should move or copy the email to a dedicated folder (e.g., "D365 Support Cases").
          • Alternatively, you can assign a category or flag to the email. 

        • Dynamics 365:

          • Modify the support mailbox synchronization settings to only process emails from the designated folder or category. 
           

      • Advantages:

        • Ensures that all emails sent to the support mailbox are processed by the case creation rule.
        • Provides more control over email routing.
        • Reduces the risk of emails being processed by other mailboxes first. 

      • Disadvantages:

        • Requires configuration on the email server side. 
         

    2. Power Automate (Alternative):

      • Concept:

        • Use Power Automate to monitor incoming emails and create cases based on the "To" field.
        • This allows you to bypass the standard automatic case creation rule and implement custom logic. 

      • Implementation:

        • Trigger:

          • Use the "When a new email arrives (V3)" trigger from the Outlook 365 connector. 

        • Conditions:

          • Add a condition to check if the "To" field contains the support mailbox address. 

        • Create Case:

          • If the condition is true, create a case using the "Create a new record" action from the Dataverse connector. 

        • Email Filtering:

          • Add filters to the trigger to avoid processing emails that have already been processed by the standard rule. 
           

      • Advantages:

        • Provides more flexibility and control over case creation.
        • Can handle complex scenarios. 

      • Disadvantages:

        • Requires Power Automate development.
        • Can be more complex to set up and maintain.

          •  

    3. JavaScript/Plugin (Less Recommended):

      • Concept:

        • Write a JavaScript web resource or a plugin that triggers on email creation.
        • The code would check the "To" field and create a case if the support mailbox is included. 

      • Limitations:

        • Plugins can be more complex to develop and maintain.
        • JavaScript web resources are client-side and can be less reliable for background processing. 

      • Avoid this option if possible.

        •  

    4. Educate Users:

      • Concept:

        • Train users to send emails to the support mailbox only when creating cases.
        • This is not a technical solution, but it can help prevent the problem from occurring. 

      • Limitations:

        • Relies on user behavior, which can be inconsistent. 
         


      5.  

    Recommendations:

    • Server-Side Rules (Option 1) is the most reliable and recommended approach. It provides the best control over email routing and ensures that all emails sent to the support mailbox are processed correctly.
    • Power Automate (Option 2) is a good alternative if you need more flexibility or have complex scenarios.
    • Avoid JavaScript/Plugins (Option 3) unless absolutely necessary.
    • Educate Users (Option 4) as a supplementary measure.

      •  

    By implementing server-side rules or Power Automate, you can effectively address the problem of emails being processed by the wrong mailbox and ensure that cases are created correctly.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Ian_P Profile Picture
    Ian_P 62 on at
    Prioritize mailbox in Customer Service
    Microsoft should allow the Mailbox priority to be changed, that a Queue Mailbox for example always has priority.
     
    To set rules on hundreds of user mailboxes to try and prevent emails to Queues not being captured by user mailboxes is not feasible.
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,407 Super User 2025 Season 1 on at
    Prioritize mailbox in Customer Service
    For your reference please check out This article.
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,407 Super User 2025 Season 1 on at
    Prioritize mailbox in Customer Service
    Hello User,
     
    You will have to specify the rules once an email is tracked in CRM.
     
    You can use case creation rules. Which will check emails and it's content. If it will match with your scenario the ln create a case.
     
    As Nelson suggested then you can use routing rules to route your case to specific team or queue.
     
    Thank you,
    Amit Katariya
  • Suggested answer
    Nelson MacDonald Profile Picture
    Nelson MacDonald 61 on at
    Prioritize mailbox in Customer Service

    Hi,

    In your scenario with two mailboxes—one for support and one for a user—where both are receiving emails simultaneously, the issue arises when emails addressed to both mailboxes are only processed by the user’s mailbox and don’t trigger the case creation rule for the support mailbox.

    Suggested Solutions:

    1. Email-to-Case Rule Prioritization:
      You can set up routing rules or email-to-case rules that prioritize the support mailbox over the user mailbox. This way, if an email is received by both mailboxes, the system processes the email for the support mailbox first. You can achieve this by:

      • Adjusting the routing rule set to route emails received in the support mailbox first, ensuring that the case creation rule is triggered there.

    2. Mailbox-Specific Rules:
      You can configure separate rules for each mailbox. For instance, create a condition in the user’s mailbox rule that excludes any emails also addressed to the support mailbox. This ensures that only the support mailbox processes emails that include both recipients, while the user mailbox ignores them.

    3. Advanced Settings with Power Automate:
      You can also set up a Power Automate flow that checks the recipient list when an email is received. If the email is addressed to both the support mailbox and the user’s mailbox, the flow can prioritize processing for the support mailbox, ensuring the case is created properly and avoiding duplicate or missed case creations.

    4. Shared Mailbox Approach:
      Another option would be to configure a shared mailbox for support-related emails. This way, emails intended for both the user and support are handled uniformly by the same set of rules, reducing the chances of any email being ignored or misrouted.

    By adjusting the email routing and rule configurations, you can ensure that emails intended for support are processed correctly and that cases are generated appropriately.

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