Email Tracking Everything...How to Track Selected Tracked Emails.

Hi All,

I have been looking through the forums and have not found an answer to this question.

I have tried multiple people's suggestions to no luck.  Hoping someone can help me out.

We have Server-Side-Sync up and running for our users for both Incoming and Outgoing emails.

Goal:

What we want is to have the system only track emails in CRM that are designated by the user to be tracked through either the Plug-In Client or the Dynamics Outlook App. 

The Problem:

CRM is syncing all the emails for all users with approved mailboxes.

Current Email Settings for all users:

- Email messages in response to Dynamics 365 email

- Automatically created contacts is turned off

Areas we turned on and reasoning:

- Track emails sent between Dynamics 365 users as two activities - We turned this on because we manage an internal case management queue system.  Dynamics was not sending the emails from internal employees to the Queues unless we had this checked.

- Unchecked 'Use Smart Tracking' - This was causing issues for our external Queue boxes for auto case creation, where a supplier would send in a ticket with "Customer RFQ".  While that case was open, they would send in another "Customer RFQ".  CRM would then think it was the same case instead of creating a new one.