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Prioritize mailbox in Customer Service

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Posted on by eromerof 94
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!
Categories:
Activities
Omnichannel
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 6,413 Moderator on at
    Prioritize mailbox in Customer Service
    For your reference please check out This article.
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 6,413 Moderator 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 31 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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