When a case is created using email-to-case setup in Microsoft Dynamics 365 CRM, then the case customer field is linked to either a CRM contact or account (this field is mandatory).

Our support team often receives sales inquiries through email from our prospects who already have been created as leads in CRM. In this scenario, the cases that are created (using email-to-case setup) don’t link to the CRM leads.
Microsoft Dynamics 365 CRM wants you to first qualify the leads to contacts before they can be linked to your Cases. This is the standard CRM behaviour.

Although this design seems fine for most of the scenarios, still there are times when you would prefer not to qualify such leads yet… but still would like to create support cases against them and maintain the case history.

How Zap Helpdesk – Email to Case App can help?

Zap Helpdesk – Email to Case App provides enhanced helpdesk capabilities and works natively from within Microsoft Dynamics 365 CRM. The App when converting the incoming email to case…can link the email even to a matching lead. The below order is followed when linking the Case to contact, account or lead:

Step 1: Match the incoming email to Contact or Account email address fields
Step 2: Match the incoming email to Lead email address

In step 1, if no match is found then the Case.Customer is linked to a Dummy record (as specified in the configuration) and then the search is performed against open leads.
If a match is found then the Case is linked to the lead!

Please note that the above checks are performed based on the settings selected in helpdesk app configuration. The linking to lead is optional and is also controlled through the settings. Zap Helpdesk – Email to Case App has been built with many years of experience and can help in making your support process very efficient!