Dec 13 2018 04:49 AM
hi there,
we have a group email for our support team,
the issue that we are trying to solve is that, when we receive an email on that group email, we don't know if any one of the team reply to that email or not.
this can cause issues when more than one members of the team reply back to the customer.
is there a way for a user to take ownership of that customer email and somehow notify the other users of the group?
we don't want currently to assign a licence to that group email and have its own mailbox.
Thanks in advance
Dec 13 2018 05:00 AM
Dec 13 2018 05:00 AM
There are couple of options you can use:
1. Have all your support team members enable conversation view. Ref: https://support.office.com/en-us/article/view-email-messages-by-conversation-0eeec76c-f59b-4834-98e6...
By doing so, when a team member replies to a customer (assuming the group email address is not removed from loop) other team members will be able to see the chain thread in Outlook/OWA.
2. Create a Shared mailbox for the group email address- shared mailbox do not require license. All the team members can be granted access over this Shared mailbox, and this will show up as an additional mailbox on their Outlook client. You can create sub-folders under this Shared mailbox for team members to move the mails to different sub-folder when they've taken ownership (sub-folders can be created for each team member of need be).
That way, if a customer mail is in Inbox it has not been actioned yet; if it has been actioned the mail would be in a sub-folder and not in Inbox anymore.
Dec 13 2018 05:12 AM
Dec 13 2018 05:21 AM