Dynamics CRM - Do not Track emails sent between team members

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Posted on 31 Jul 2023 04:29:14 by Poweruser1101

Hi All,

I have automatic creation and updation rule which is tied to a shared mailbox, whenever an email arrives at the shared mailbox from the customer, it is tracked in dynamics and a case is created for it.

Now when a reply email is sent or forwarded between users within the team, it is also getting tracked which the users do not want as those emails can have confidential information.

They only want emails received and sent to customers to be tracked. is there a way i can achieve this?
one option is they can untrack the email from outlook app however asking them to do it for every email is quite a time consuming task.

Any ideas or help would be appreciated

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Microsoft Dataverse

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narayan225 2,517 Super User 2025 Season 2 on 01 Aug 2023 at 06:23:52

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Re: Dynamics CRM - Do not Track emails sent between team members

@Poweruser1101

You can check the following article that explains how to achieve your requirement.

https://www.ameyholden.com/articles/delete-internal-emails-from-dynamics-365-or-dataverse

Hope it helps.

Cheers!