Customer Engagement & Dynamics CRM Forum

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

It sounds like you are using Smart Matching for you email tracking. I would NOT recommend using that feature. In stead you should use Tracking tokens. The token is added to the email subject when you send the email from CE. The token ensures that any incoming emails are tracked correctly.

------------------------------
Thomas Rath
CGI
Aylesbury
------------------------------

Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

@Thomas Rath thank you for your reply! You are right, I checked and we are using smart matching.  Does the tracking tokens work when the emails are not initiated from CRM? Our users rarely send emails from CRM, but rather track them from Outlook to CRM.   ​If we use the tracking tokens will it still pick up the the replies related to the original message?

I assume that does not resolve the issue of assigning CRM ownership to the person who actually high the track button in Outlook?

@Marco Grimaldi thank you for your article as well. I will pass that on to our developer to review - looks very helpful!

Laura

​

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

Original Message:
Sent: May 07, 2020 01:53 AM
From: Thomas Rath
Subject: Automatically tracking unrelated email with the same subject

It sounds like you are using Smart Matching for you email tracking. I would NOT recommend using that feature. In stead you should use Tracking tokens. The token is added to the email subject when you send the email from CE. The token ensures that any incoming emails are tracked correctly.

------------------------------
Thomas Rath
CGI
Aylesbury

Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

This article helped us a lot in past
https://elogic.com/Blog/ArtMID/473/ArticleID/174/Email-Correlation-in-Dynamics-365

Marco

------------------------------
Marco Grimaldi
Kavo Kerr Group
------------------------------

Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

Hi Laura,

If you go to System Settings > Email > Set Tracking Options section, is the checkbox for "Track emails sent between Dynamics 365 Users as two activities" checked? If so this could be why you are seeing an email tracked by someone who didn't track it and showing as the Owner.

------------------------------
Scott Florance
Business Applications Consultant
KTL Solutions, Inc, Frederick MD
------------------------------

Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

Hi @Scott Florance yes, we do have that set up.  Even on initial tracking of a message, it sometimes shows the wrong person. I tracked an email that I received and it showed the sender as the owner.  This was the first and only email in this conversation, so i feel it should have shown me as the owner. It is just confusing to usres who know they have not tracked an email, to see email messages show up in their activity list.

If i dont have that selection made, ​the conversations wont automatically track, correct?  Thank you for your reply!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

Original Message:
Sent: May 07, 2020 08:57 AM
From: Scott Florance
Subject: Automatically tracking unrelated email with the same subject

Hi Laura,

If you go to System Settings > Email > Set Tracking Options section, is the checkbox for "Track emails sent between Dynamics 365 Users as two activities" checked? If so this could be why you are seeing an email tracked by someone who didn't track it and showing as the Owner.

------------------------------
Scott Florance
Business Applications Consultant
KTL Solutions, Inc, Frederick MD

Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------

Unchecking that setting won't prevent the conversation from automatically tracking, that is handled based on the Personal Settings > Email > Select the email messages to track in Microsoft Dynamics 365 option. By unchecking the checkbox for track as two activities I believe that might resolve your owner issue. If it is creating the two separate activities (received and sent) it might be assigning the owner based on recipient and sender respectively.

------------------------------
Scott Florance
Business Applications Consultant
KTL Solutions, Inc, Frederick MD
------------------------------

Original Message:
Sent: May 07, 2020 09:06 AM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Hi @Scott Florance yes, we do have that set up.  Even on initial tracking of a message, it sometimes shows the wrong person. I tracked an email that I received and it showed the sender as the owner.  This was the first and only email in this conversation, so i feel it should have shown me as the owner. It is just confusing to usres who know they have not tracked an email, to see email messages show up in their activity list.

If i dont have that selection made, ​the conversations wont automatically track, correct?  Thank you for your reply!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader

Original Message:
Sent: May 07, 2020 08:57 AM
From: Scott Florance
Subject: Automatically tracking unrelated email with the same subject

Hi Laura,

If you go to System Settings > Email > Set Tracking Options section, is the checkbox for "Track emails sent between Dynamics 365 Users as two activities" checked? If so this could be why you are seeing an email tracked by someone who didn't track it and showing as the Owner.

------------------------------
Scott Florance
Business Applications Consultant
KTL Solutions, Inc, Frederick MD

Original Message:
Sent: May 06, 2020 04:14 PM
From: Laura Mortick
Subject: Automatically tracking unrelated email with the same subject

Email tracking is so complicated!

We are set up to track email messages in response to a dynamics 365 email whihc works most of the time.  Below are two issues we encounter.

1. If another email with the exact same subject is created, it will automatically track to CRM without anyone initiating the tracking.  I guess that the system assumes that it is part of the same change since it has the same subject?  Anyone know a way so this does not happen?
2. When tracking an email from Outlook to CRM, the owner is sometimes listed as the person who tracked the email, sometimes the person that the email is "from" and sometimes another CRM user include in the cc: line of the email.  People often contact me and tell me that they didn't track the email, although it shows on their activity list.  Any way around this?

Thank you in advance for your help and stay safe!

Laura

------------------------------
Laura Mortick
Marketing Information Systems Manager
Terracon
Olathe KS
Kansas City CRMUG Chapter Leader
------------------------------