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To create a new Queue in CRM:
Browse to Settings > Business Management > Queues: Click New
Email: This is the email alias for your support or sales mailbox. All emails received in this mailbox will be created in CRM as an email activity and added to this Queue (provided “All Email Messages” is selected in Convert to e-mail activities drop-down).
E-mail access type – Incoming: If the option is selected as: Email Router then the router will poll the mailbox regularly to fetch new emails and move them to CRM.*
E-mail access type – Outgoing: If you would like an Auto-Response or notification emails to be sent from the Support mailbox then please select “Email Router” option from the dropdown.*
* Email Router Settings: Please create an incoming and outgoing profile in the Email router for the email alias used.