Hi, I noticed recently that Zoho CRM is creating new Leads for existing Contacts due to capitalization in the email address. For example; say I have a Contact record for John Smith who I've been emailing for a while now (using BCC Dropbox to save a record to Zoho CRM) at john.smith@company.com. Then, John reaches out to me for something today and, for whatever reason, his email address appears as John.Smith@company.com. I reply and use the BCC Dropbox as usual to "save" a copy of that email in his Contact record but now (I'm assuming because of the capitalization of his name) Zoho CRM treats this email as unique and creates a new Lead record. This now means I have find the Lead and convert to a Contact. This adds unnecessary work. Has this always been the case with Zoho CRM (and I never noticed) or is this something new? As far as I understand email addresses, john.smith@company.com and John.Smith@company.com are the same email address. I could successfully send an email to John if I was to write his address as jOhN.sMiTh@company.com and it would get to him so why would Zoho CRM treat this as a unique email address?

Obviously, this is pretty low on my list of complaints as I can easily create a filter in Leads to point these out to me but it still adds unnecessary clerical work to convert these so I can maintain email records in my Contact records. So, my question is, is this normal and is there a way around this without having to perform routine data integrity checks?

Thanks for your help.