Hello, all.
I've built a simple workflow to create cases from any e-mail that's sent to a support queue, as long as the e-mail doesn't contain tracking token data... It's as simple as:
If E:mail:To equals [Support] AND [E-mail:Tracking Token does not contain data] then:
Create: Case
My problem is that this seems to work only a fraction of the time... It will work, but if I send multiple new e-mails to the queue, it'll process some, and some it won't. It doesn't even seem to recognize that some of the e-mails are sent. So, my question has 2 parts:
1) Is there a better way of doing this, or is there something that you know of that seems likely to be my problem? Obviously, I need CRM to translate every new e-mail thread sent to my support queue to create cases, not just some here and there.
2) I've realized that there isn't any built-in CRM functionality to parse out the body of an e-mail, so that it doesn't include all of the tags in rich text format. I've assumed that I'll need to write my own custom workflow and plug it in - if that's so, should I include some other kinds of steps to receive and process my e-mails in it, rather than the way I've done it above?
Thanks!!