CRMers,

When you create a case for a support email, by default the generated
case id is of the form CAS-number-suffix. When a support person replies
to the email, the CRM system automatically adds an email tracking token
to the subject line. This email tracking token is not the same as the
case id.

Questions:
1. Why can't the email tracking token be the same as the case id? Won't
it make sense to use case id to track emails for a given support case?
2. Even if they are different, how can I disable automatic placement of
tracking token on the subject line? We do not wish to confuse the
customers with two tokens. The case ID should be the only token.

When I open a support case with Microsoft, the standard "new case
acknowledgement" email that I receive from Microsoft actually has the
case id and not the email tracking id. This is the way it should be.

Thank you in advance for your help.

Pradeep

The email tracking token and the case id differ because email tracking is 
also used for emails which are not related to cases but forinstance are 
related to quotes. 

You can disable the email tracking by going to Settings > Organization 
Settings > System Settings, tab E-mail tracking and choose no for the Track 
e-mail option. This should remove any token from new mail conversations.

"Pradeep" wrote:

> CRMers,
> 
> When you create a case for a support email, by default the generated
> case id is of the form CAS-number-suffix. When a support person replies
> to the email, the CRM system automatically adds an email tracking token
> to the subject line. This email tracking token is not the same as the
> case id.
> 
> Questions:
> 1. Why can't the email tracking token be the same as the case id? Won't
> it make sense to use case id to track emails for a given support case?
> 2. Even if they are different, how can I disable automatic placement of
> tracking token on the subject line? We do not wish to confuse the
> customers with two tokens. The case ID should be the only token.
> 
> When I open a support case with Microsoft, the standard "new case
> acknowledgement" email that I receive from Microsoft actually has the
> case id and not the email tracking id. This is the way it should be.
> 
> Thank you in advance for your help.
> 
> Pradeep
> 
> 

Patrick,

Thank you for your help. I just wish to understand the effect of not
tracking the email.

When the customer replies to a support email, the email is sent to the
support person directly and not to the support queue. As tracking is
turned off, it will never show up in CRM and will be available only in
Outlook. This implies that all of our support persons must run CRM
Outlook client. Besides this, the support person would also need to do
the following things:

1. need to explicitly click on "Track in CRM" button from Outlook.
2. need to explicitly attach the support case to the email.

Did I miss any other drawback of not tracking the email automatically?

Appreciate your help.

Pradeep