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Email helpdesk Setup

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#1 akentgen


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Posted 29 August 2016 - 04:30 PM



I work for a small company and we are trying to figure out a way to tidy up our support workflow. Here is what we are looking for:


A customer sends an email to a companies support email address

A support member responds to the customer's email individually

The customer replies back but gets sent to a general support email address, not the support members email address (example: support@a.com vs andrew@a.com)

The customer support member replies back to the same email but shows it is coming from their individual account, not support.



We are trying to figure out a way so if a person responds to an individual email, it goes to the general support email address so nothing gets missed.


Please let me know what software allows this...


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#2 smax013


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Posted 31 August 2016 - 08:04 PM

I see two basic ways to approach this...

1) On each support staff members' computer, setup access to the main support address in their email client as a separate account. In other words, they will have two email account setup in their email client...their personal account account and the main support account. Then, they just read and reply from "within" the main support account. As long as the email client is setup to use the email address for the account that the message is from (which is most email clients as long as it is a reply as opposed to new message), then it should work fine.

2) Setup "reply to" settings for the personal email accounts of each support person such that it will cause the reply to go to the "reply to" address rather than the "from" address when the customer replies. The downside of this approach is that this will happen to ALL messages sent from the personal address of each support person. So, it will mean that a replay to a message from support person A to support person B on generally stuff would go to the main support email, which you likely don't want.

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