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Email (containing a tracking token) will not get promoted to crm by email router if the mail is linked to a closed (read-only) case. This is by design for all crm versions.
However due to this behavior the application has unreliable side effects as a mailing and case platform since not all emails arrive in the application and customer needs to browse their outlook mailboxes for the exceptions.
I would like to modify this behavior.
STATUS DETAILS
Declined
Administrator on 4/17/2023 4:25:37 AM
Thank you for submitting your idea to our ideas portal. We appreciate your contribution and the time you took to share it with us. We have shipped many enhancements since this idea was posted and it is likely that it has been resolved. If not, kindly reopen. Thank you again for your continued support.