Email to Case Issue

[computerhighway]

Every now and then some inbound group emails don't get converted to cases though most of the times it is fine. Is there anything which can stop an email from being converted to a case?

[yuri]

It could be that the same email is fetched by Personal Account before Group Account fetched it. Fix is in upcoming 4.0 release.

[computerhighway]

Thanks, makes sense. We have setup same email account as personal and group, as a way around so that all replies go from the same email and all sent emails show in Sent. May be I can disable email fetching for personal account to solve this issue?

[yuri]

Yes. Disable it. And you can check checkbox to show emails in Inbox of each team member.

[computerhighway]

Working fine now, many thanks.