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Email is still a very used channel of communication in Customer Service scenarios. Service agents will write or reply to emails directly from the case. The outbound mails are sent almost instantly but inbound mails takes much longer to be tracked automatically to the case via Service Side Sync. It can take up to 15 minutes (sometimes longer)!
In a professional Customer Service solution this frequency is not up to par with the expectations of the customers. The inbound email tracking should be configured to run at a much higher frequency. In scenarios where there might be a certain urgency to solve the case the slowness of inbound tracking is simply not acceptable.
Improving this feature would not only benefit Customer Service scenarios but all other scenarios where inbound email tracking is handled by Server Side Sync.
In a professional Customer Service solution this frequency is not up to par with the expectations of the customers. The inbound email tracking should be configured to run at a much higher frequency. In scenarios where there might be a certain urgency to solve the case the slowness of inbound tracking is simply not acceptable.
Improving this feature would not only benefit Customer Service scenarios but all other scenarios where inbound email tracking is handled by Server Side Sync.
STATUS DETAILS
Completed
Administrator on 4/24/2023 3:54:32 PM
Thanks for the feedback. We have released changes over this last year so that if you are connecting to Exchange Online in the same tenant we now use notifications of when a new email arrives in the Exchange Online mailbox to trigger the next sync cycle instead of waiting X minutes between every cycle.