Microsoft Dynamics CRM Online - Create Case from Email / Portal

In Progress


We require a workflow to be written in MS Dynamics Online that when an end user sends an email to a specific email address (support(at)ABC, sales(at)ABC ) then a case is automatically raised in that departments work queue. It should also have the following features:

- Check the domain of the senders email and if that email address/domain is already listed as an account in the CRM then the ticket is listed in Cases under their Account.

- An anti-spam web form is also required, with selectable Departments(Sale,Support etc) and form fields.

- Upon submitting the request, the customer gets a Ticket Reference emailed back to them with a customisable message, along the lines of "Thank you for your request, you ticket ID is #999999 etc.)" The Ticket reference should also appear in the subject line of the email.

- All replies, either from the customer via email, our staff via email or directly in the CRM need to be visable under the Cases in the CRM.

- An email needs to be sent to the customer after a set period of time(ex. 48 hours(but I need to be able to change this)), if they haven't replied to a response from a member of staff as a reminder.

- Cases that have been open for a set period of time without a response / update from the customer need to be closed and the customer email as message telling them that the case has been closed.

- If a Case has been open for a set period of time(changable depending on department) without a member of staff replying then an email is sent to every member of that queue as a reminder.

- Feedback request sent when the case has been closed to gather information from the customer about how the case was handled and a rating from 1-bad to 5-excellant.

- The ability to raise case on behalf of a customer and all the above to apply.

We have a lot of upcoming work to customise our Dynamics, so it this job is completed successfully then we will be using the same programmer for 10 more similar projects over the next couple of months - so there is a chance to earn some good money!

Thanks for looking, and please let me know that you can do all of the above, if not let me know which part/s is not possible or you do not understand.


Skills: CRM, Dynamics

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About the Employer:
( 2 reviews ) Welwyn, United Kingdom

Project ID: #4515342

Awarded to:


Ben I have been working with Microsoft CRM for over 10 years. I have implemented 10 to 15 projects very similar to the one you have listed including 2 within the last 3 months. I have a lot of experience with Cust More

$200 USD in 10 days
(1 Review)

9 freelancers are bidding on average $508 for this job


We are dynamics crm expert, we did email2case.

$1030 USD in 10 days
(25 Reviews)

Please check your pm

$610 USD in 15 days
(4 Reviews)

Hi, Please see PMB, Thanks!

$500 USD in 3 days
(2 Reviews)

Hello there, We have fair experience configuring and customizing MS CRM (version 3.0 to the current 2011). We have customized CRM instances to manage business process for Real Estate developer, Insurance agents, Pro More

$500 USD in 3 days
(1 Review)

Hello, Ready to Start

$277 USD in 15 days
(2 Reviews)

Hi Bifter1, I have reviewed your requirements, and have few questions regarding the process. Since this is a lengthy requirements and I am not familiar with your organization or business process. In order to underst More

$900 USD in 14 days
(6 Reviews)

Hi, I work for a Microsoft Gold Partner specialized in Microsoft CRM, I worked on MS CRM projects for seven years now. please check my previous work for reviews on CRM projects.

$277 USD in 5 days
(2 Reviews)

Hi, Please check your PMB.

$277 USD in 3 days
(0 Reviews)