How do you automatically create cases from email?

Required tools

• A shared mailbox — For example, support@ or post@. Do not use a personal mailbox.
• Administrator access — Both in Dynamics 365 and for the mailbox in Microsoft 365.

Set up the mailbox

1. 1.Connect the mailbox to Dynamics 365

   The mailbox is registered in Dynamics 365 and must be approved by an administrator before it can synchronize. Test the connection before proceeding—errors here will result in empty queues and confusion later.

2. 2.Decide what should become a case

   Not everything that lands in the inbox is a customer inquiry. Newsletters, automated receipts, and internal copies should not become tickets. Define rules for what should be converted; otherwise, the queue will be flooded with noise in the first week.

3. 3.Ensure that responses are added to the existing case

   This is the most important step. When the customer replies to an ongoing case, the reply must be added to the existing case—not create a new one. Otherwise, you will get duplicates, negatively affecting both your statistics and the customer experience.

Route and quality-assure

1. 4.Route the cases to the correct queue

   A ticket created without ending up in a queue is as invisible as an unread email. Set up routing based on the recipient address or content so that the ticket lands where someone is actually looking.

2. 5.Send automatic receipts — in moderation

   A brief confirmation with a case number will prevent most follow-ups. Never promise a response time you cannot meet. “We have received your inquiry” is better than “we will respond within one hour” if one hour is unrealistic.

3. 6.Monitor during the first week

   Look for three things: issues that weren't created, noise that became an issue for no reason, and replies that created duplicates. All three are easy to fix now and difficult to clean up after three months.