Create a support Queue in D365 CE

I thought I should share my best practice of creating a quick Support Queue purely to receive Emails in Dynamics 365.

In my example below, the support email address is a User in Office 365 assigned any license that has Exchange Online service present. My example user needn’t have a Dynamics license for purely for the purpose of a Queue. Your application may vary.

Let’s take a look!

Support Queue Email

Now, typically a Support Queue’s Email is purely to track support requests raised over the email address provided. Typically, support@emailaddress.

  1. To start off, I’ll create a user in Office 365 called Support Queue and the login address I choose is support@cft146.onmicrosoft.com and assign only the license which is needed for the Queue i.e. any license having Exchange Online service in it, (E5 in my case) you may chose any other.
    licenseAssigned.png
  2. Then, I make sure my Mailbox is created in a few minutes post assigning the licence and then I’m good to go once I setup the Timezone and Language on the mailbox.
    mailboxReady.png

 

Create a Queue in D365 CE

  1. In D365 CE, directly head-over to create a Queue in D365. Assuming you are a System Admin, head over to Settings > Service Management and go to Queues. And then create a new Queue.
    queueInD365

    newQueue

  2. Enter the details as below, remember to keep the email address the same as the Exchange Email address for this user and click Save.
    createQueueDirectly.png
  3. Once you click Save, the Mailbox will be automatically created.
    SupportQueueMailBoxCreated.png
    That’s it. Now, let’s head towards enabling the mailbox for Server Side Sync.

Enable Server Side Sync on the Support Mailbox

To enable Mailbox, the Email address needs to be Approved by the Global Administrator of O365. [Your org could even be set to not requiring any Approval prior to enabling synchronization, you may need to ask you Admin for the same]. But assuming it’s required – approveEmail

Note that Incoming Email and Outgoing Email above is set to Server-side Synchronization or Email Router. [Incoming enabled is a must to receive emails in the system]. Click OK.
clickOKApprove

Once this is confirmed, see in the next step – the warning message disappears which is shown previously and you can now Test & Enable Mailbox for Server Side Sync. Now, click on Test & Enable Mailbox
test&Enable

Make sure that if you have multiple environments and you want to sync with only the current environment, check the option as below and then confirm.
confirm1EnvironmentOnly

Now, once the test is completed, you’ll be able to see the Success in the Active Mailboxes
enabledSuccessfully.png

 

Testing the Queue

Now, the Queue is ready to receive emails already. If you take look at the Queue, the test emails must have already come in by now.
QueueIsCorrect.png

Now, let’s say that a user has submitted an email to support@cft146.onmicrosoft.com [Your support email here 🙂 ], it will appear in the Queue as below
emailSent.png
itemReceived.png

And then you can continue to build your Queue use cases as per your requirements.

Hope this helps!