Incoming email in CRM queue when send by internal user should not be dependent on system settings "Track emails sent between Dynamics 365 users as two activities", as it creates confusion for the end user when they see two emails in social pane in CASE record. Although we have 'status reason' column to differentiate between two emails and in social pane we have email icon showing whether email is incoming and outgoing. End users still get confused and twice the same data is getting uploaded in CRM server like attachment etc.

Category: Routing/ SLA
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.