We've had a long standing issue with server side sync and email tracking. This has been the case since last May and we've been through Microsoft 1st, 2nd, 3rd and Dynamics Support lines. To no avail. It was left several months ago that since we are using the Full Outlook addin to sync emails and have our users all set to 'Server side sync' for incoming and outgoing.. that we are not using it as intended.
The issue itself is that after an email is sent out and 'set regarding' a record, it is tracked properly, the incoming reply is tracked fine however the 3rd email.. outgoing reply 1... does not track. Then.... the 4th email, incoming reply 2 DOES track.
Since updating to Dynamics 365, the issue has not changed. However we've tested now using the new Dynamics 365 Addin for Outlook (Windows Store) and the problem is exactly the same. This addin uses server side sync, so there should be no issues with the 'full' addin conflicting.
Any advice on this would be appreciated. I need to resume the long winded support process and get a new ticket raised with MS... the many hours on the phone it took to prove this is a consistent issue to 1st and 2nd line support is soul destroying.
thanks
Joe
