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  1. #1

    Multiple email recipients - how to flag as "dealt with"

    Hi,
    One of my clients has two members of staff each with their own email addresses and mailboxes, working in separate locations. What they would like is to share incoming email enquiries to both of their addresses, so each sees the others mail. I'm thinking in cPanel I can set this up with forwarding so for example email to [email protected] is forwarded to [email protected] and vice versa, but will this set up a feedback loop? Or will cPanel know not to forward mail again that's already been forwarded?

    My second question is that they also need some method of knowing if the other person has already dealt with an enquiry, so they don't end up both responding to the same email. They don't mind doing this manually by dragging messages into a separate "dealt with" folder when answered or suchlike, as long as they both can see what the other has dealt with. Does anyone know how to achieve this? They both use Outlook as their clients.

    Any advice appreciated.

  2. #2
    Join Date
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    Well just asking, what if you forward mails coming to both mail id to another common mail id and give access to that mail id to both of them.
    David | www.cliffsupport.com
    Affordable Server Management Solutions sales AT cliffsupport DOT com
    CliffWebManager | Access WHM from iPhone and Android

  3. #3
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    The best thing to do here is NOT share 'personal email' like this, but to create a distributed list.

    Create a forwarder , say [email protected]
    This forwarder would then be given out to all clients
    When it's mailed, have it forward to [email protected] and [email protected].

    No looping, no cycling, no mess, and the user's emails are kept completely and totally private.
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  4. #4
    Join Date
    Apr 2006
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    I think you need something like help desk that can download & pipe emails and let the 2 staff in different location to be able to read them on the help desk.

    i just started to test kayako and it's great, should works the way you want. but the price for owned license is expensive.

  5. #5
    Hi,
    Thanks for the replies guys, I like David's idea as it's nice and simple - whoever is the first to collect mail from the common address deals with it, the other guy then doesn't need to see it.

    Linux-Tech yours is the most sensible solution if setting up from scratch, but the client already has a number of customers corresponding at one of the existing addresses and wants them to continue to do so, but be visible to the other guy (a new staff member he's taken on).

    I originally thought of a helpdesk type setup but they didn't want to involve any additional software if possible.

  6. #6
    Join Date
    Apr 2006
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    but you might have one problem, if 1st user downloaded all 10 emails early in morning, 2nd user will be idlying with 0 emails. the task are not shared. i still think either having a mail server to distribute emails (sorry i don't know what to recommend) or help desk (i've tried kayako) is best.

  7. #7
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    This depends on how they read the mail. If from webmail only, there is no issue. Or user should set in the mail client "Keep a copy on server"
    David | www.cliffsupport.com
    Affordable Server Management Solutions sales AT cliffsupport DOT com
    CliffWebManager | Access WHM from iPhone and Android

  8. #8
    Join Date
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    Quote Originally Posted by david510 View Post
    This depends on how they read the mail. If from webmail only, there is no issue. Or user should set in the mail client "Keep a copy on server"
    If they aren't using webmail, IMAP can also handle this very well as it does essentially the same thing as webmail. In this situation, I would advise against POP3 simply because that can begin to cause issues - for example if someone forgets to check "keep a copy on server" if they move to a new machine.
    David Grega
    cPanel Technical Product Specialist

  9. #9
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    Point noted Grega

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