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Currently, server-side sync synchronises emails between Exchange and Dynamics every 3-5 minutes. In our modern world of push notifications where customers expect immediacy when interacting with systems, this extra long wait time causes dissatisfaction for the end-customer and confusion for the customer service agent. Exchange and Dynamics are both Microsoft products, if Zendesk and Gmail can manage near real-time synchronisation, and we know it's possible with Power Automate, then Server Side Sync should deliver near real-time synchronisation too.
STATUS DETAILS
Completed
Administrator on 4/24/2023 4:00:03 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.