distributing incoming emails

14 Jan 2009 10:08 AM

Reinhard Bentrup

So far we've been using public folders to take care of incoming emails -
whoever has time grabs the email making sure it is not double processed.

Although now we learned that public folders will be continued even after
Exchange 2007 I would like to know what alternativ option is recommended by
Microsoft?

Thanks - Reinhard

14 Jan 2009 12:20 PM

Oliver Moazzezi [MVP]

Hi,

Using emails to process some kind of process/order scenario isn't the best -
as you have seen you have to ensure more than one person doesn't take up on
the email.

Have you looked at converting incoming emails to these respective 'order
flow' email addresses to a ticketing system that can be owned by an
Operator?

Oliver

14 Jan 2009 2:44 PM

Reinhard Bentrup

> Using emails to process some kind of process/order scenario isn't the
> best - as you have seen you have to ensure more than one person doesn't
> take up on the email.

Well now somebody takes the email out of the public folder and processes it.
It works okay for us.

> Have you looked at converting incoming emails to these respective 'order
> flow' email addresses to a ticketing system that can be owned by an
> Operator?

Haven't heard from a system to handle emails like this, have you?

Thanks - Reinhard

15 Jan 2009 3:48 PM

Lanwench [MVP - Exchange]

Reinhard Bentrup <b***@bentrup.de> wrote:
Show quoteHide quote

>> Using emails to process some kind of process/order scenario isn't the
>> best - as you have seen you have to ensure more than one person
>> doesn't take up on the email.
>
> Well now somebody takes the email out of the public folder and
> processes it. It works okay for us.
>
>> Have you looked at converting incoming emails to these respective
>> 'order flow' email addresses to a ticketing system that can be owned
>> by an Operator?
>
> Haven't heard from a system to handle emails like this, have you?
>
> Thanks - Reinhard

There are plenty of software applications that work like that. What is this
for? Helpdesk? Sales?

15 Jan 2009 4:33 PM

Reinhard Bentrup

It is for sales and support.

Reinhard

"Lanwench [MVP - Exchange]"
<lanwe***@heybuddy.donotsendme.unsolicitedmailatyahoo.com> schrieb im
Show quoteHide quote

Newsbeitrag news:eV1BHlydJHA.556@TK2MSFTNGP06.phx.gbl...
> Reinhard Bentrup <b***@bentrup.de> wrote:
>>> Using emails to process some kind of process/order scenario isn't the
>>> best - as you have seen you have to ensure more than one person
>>> doesn't take up on the email.
>>
>> Well now somebody takes the email out of the public folder and
>> processes it. It works okay for us.
>>
>>> Have you looked at converting incoming emails to these respective
>>> 'order flow' email addresses to a ticketing system that can be owned
>>> by an Operator?
>>
>> Haven't heard from a system to handle emails like this, have you?
>>
>> Thanks - Reinhard
>
> There are plenty of software applications that work like that. What is
> this for? Helpdesk? Sales?
>

15 Jan 2009 5:23 PM

Lanwench [MVP - Exchange]

Reinhard Bentrup <b***@bentrup.de> wrote:

> It is for sales and support.

How does free sound?
http://bestpractical.com/rt/

There's a Windows version available for download somewhere, too.

Show quoteHide quote

>
> Reinhard
>
> "Lanwench [MVP - Exchange]"
> <lanwe***@heybuddy.donotsendme.unsolicitedmailatyahoo.com> schrieb im
> Newsbeitrag news:eV1BHlydJHA.556@TK2MSFTNGP06.phx.gbl...
>> Reinhard Bentrup <b***@bentrup.de> wrote:
>>>> Using emails to process some kind of process/order scenario isn't
>>>> the best - as you have seen you have to ensure more than one person
>>>> doesn't take up on the email.
>>>
>>> Well now somebody takes the email out of the public folder and
>>> processes it. It works okay for us.
>>>
>>>> Have you looked at converting incoming emails to these respective
>>>> 'order flow' email addresses to a ticketing system that can be
>>>> owned by an Operator?
>>>
>>> Haven't heard from a system to handle emails like this, have you?
>>>
>>> Thanks - Reinhard
>>
>> There are plenty of software applications that work like that. What
>> is this for? Helpdesk? Sales?

16 Jan 2009 10:38 AM

Oliver Moazzezi [MVP]

Thanks Lanwench :-)

I couldn't find a free one. Was going to suggest looking at CRM4 for the
Sales side of things.

Oliver