Hi Roxana, Any incoming email will go into the queue - if the queue is having proper 'incoming email' field populated. So if the email is the first mail of conversation or a response - for CRM it is a new email record and it will go inside the queue. CRM doesnt have a way to recognize a email response from a new email - you can write a custom logic based on subject token or Re: keyword but it is not foolproof. If you first mail is not getting in the queue, then either the queue is not having correct incoming address or it is moving out of queue by some custom workflow/plugin. Please see the audit history of email to see if the email was update by any process. For you other 2 queue, it might be you dont have 'incoming email' filled in which is causing the email not to be pushed to queue and going directly to owner. Thanks, Prateek
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