Tracking emails and responses

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Posted on by Darren Hodkinson

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Hello

I have a queue that receives emails. As a user in that queue, when I respond, by default I am the sender unless I amend the sender to the mailbox for the queue. Often I om it to do the latter as do other users. this causes problems for tracking of mail conversations and subsequent responses. How can I configure this to work more dynamically so that the email and repose are kept together in the queue. Without a way I can't really see how a Queue helps for email conversations?

Thanks Darren.

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RE: Tracking emails and responses

Hi Darren

I recently started using a tracking tool called Time to Reply. I found this to be an amazing tool for tracking and managing response times for both group and individual mailboxes within my team. Maybe check that out, i think its timetoreply.com.

Britta
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RE: Tracking emails and responses

It looks like you will be tracking conversations between a queue and your target.

You could set the sender to be automatically the queue via a workflow, however then you do not know who spoke to who.

One option is to get your administrator to add you as a CC on the response email when they "correct" the sender information.