Dynamics 365 Customer Service

In CRM when customer sends an email to shared mailbox and internal users in BCC/To/CC sometimes those emails are not receiving to Activity monitor and due to these the case creation is not happening. We are experiencing these issues in CRM, please suggest the reasons or fix the behaviour in upcoming releases.

When customer sends email only to shared mailbox Email to Case creation works perfectly without any issues.

When customer sends email to shared mailbox and adding any internal users in To/BCC/CC then sometimes these emails are not entering into Activity monitor and due to these case creation is not happening.

Hello! Some of our users have been experiencing some Cases view issues. Similar to my recently submitted idea it seems to be on the Customer Service Workspace app as well, but maybe not entirely, hence the creation of a new 'Idea':

1. The case list view (with user-set filters) seems to be acting strangely sometimes when navigating back to the case list after opening/closing a case opened from the list. The results returned in the list is reduced drastically and doesn’t update to match the actual set filters until using the refresh button. I've experienced this one personally. I've had to refresh to get the total count back up accurately.
2. Similarly to the item above, another behavior has been noticed (in the CSW) where the case list doesn’t refresh when returning to it after working/closing a case that would have previously been returned as an open case in the filtered list. So, the list results remain stale after processing a record from the list in another tab, whereas previously in this same app, the closed record was removed from the result list.