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Hi,

We came across the situation where we have requirements to create cases automatically when an email receive on shared mailbox from customers. So that client setup email forwarding on their email address to forward emails to the support mailbox. Then we found that it is not creating cases in dynamics 365 - customer service hub.

We finally received confirmation from Microsoft that this behavior, as of now, is by-design from exchange online as because when an email is forwarded to your mailbox: support from your forward mailbox orders@xxx.com using auto-forwarding rule, the queue mailbox will be put in BCC, which CRM system cannot consider as queue items. Therefore, the cases cannot be created even though it is still tracked to Dynamics CRM system.


Idea:

Is there any possibilities that we can set support id in email -To/CC field in email forwarding. If this is possible then it will resolve this issue.

Is there any other way we can use orders@xxx.com id as shared mailbox directly in dynamics 365. If this is possible then it will resolve this issue.

Thanks
Pradip
STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization. 

Regards,
Product Manager,
Microsoft