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: firstname.lastname@example.org vs email@example.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...