Currently when you create an email queue you tie it to an email address.
Many companies want their emails to go out using a group email address, like
"Sales@company.com", not email addresses of all the employees. So in our
situation, which would seem common, we want the queue to capture all incoming
mail going to our group address (ex sales). But the only way that's going to
happen is if all OUTGOING mail also has that address. We tried setting all
users to have the same sales email address so that they could send out email
and the from address would automatically be the group email address. The
problem here is that when the customer replies and the email comes back in
the queue, CRM only looks at the email address and since all users in the
system are using the queue address it creates personal queue items for EVERY
user. And puts on in the queue itself.... for one email.
Just seems like there should be a better way to solve this problem that I'm
sure a lot of companies are going to have. A queue can only be tied to one
email address and if you want a call center or some kind of business group
all working off the same queue, then you need one central queue. Not every
user using their own email addresses and then emails coming back in and being
routed to users who may have gone home for the day when there are other
people working the night shift that could pick up where they left off. CRM
provides this functionality... but only part of the way.

Thanks


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