I’m looking for a solution to track emails in CRM from an Exchange email address for support@org.com. Currently, all users are using CRM for Outlook (On Premise CRM 2011 deployment). The users are able to track each of their own personal mailbox items to CRM. All of the users share a folder to access to incoming mail to support@org.com. When any of the users attempt to track the email from that inbox, the message of “Only items in the default Microsoft Outlook store can be promoted to Microsoft Dynamics CRM.”
All users have access to this share mailbox because all of these emails are email requests for support. They would like to track these emails in CRM so it can be converted into a Case. What options in CRM can allow those 5 users to be able to track these incoming emails into CRM and convert to cases? They also need to be able to respond to these emails using support@org.com and have it tracked in CRM as well.