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ReportHi everyone.
We have the following scenario:
We have a support mailbox ( a shared mailbox ) everyone who needs access has full delegation.
When a new case is created by said mailbox from a incoming email to case setup, and a tech replies from the shared mailbox/ or on behalf the mail is linked to the case all good and well.
But when customers replies back the mail thread is seen by everyone with delegation ( not Ideal ).
What we would like to be able to accomplish is the following.
If a tech replies to a mail in the shared mailbox but replies as his/her own account, and not on behalf or as the shared mailbox.
Is it possible to have that mail link back to the Case that was auto created when the initial mail was sent to the shared mailbox.?
if yes how would this be accomplished?
Some are using outlook Desktop apps and some are using OWA.
Any guidance will be highly appreciated.
We have the following scenario:
We have a support mailbox ( a shared mailbox ) everyone who needs access has full delegation.
When a new case is created by said mailbox from a incoming email to case setup, and a tech replies from the shared mailbox/ or on behalf the mail is linked to the case all good and well.
But when customers replies back the mail thread is seen by everyone with delegation ( not Ideal ).
What we would like to be able to accomplish is the following.
If a tech replies to a mail in the shared mailbox but replies as his/her own account, and not on behalf or as the shared mailbox.
Is it possible to have that mail link back to the Case that was auto created when the initial mail was sent to the shared mailbox.?
if yes how would this be accomplished?
Some are using outlook Desktop apps and some are using OWA.
Any guidance will be highly appreciated.
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