0

I'm working on a website for a client and we need to put contact info on the site. In their case, they have two people who will respond to customer inquiries.

Instead of putting both of their emails on the website I set up mail forwarding from a [email protected] and display it on the website.

So as it is, a customer emails [email protected] and it is forwarded on to both [email protected] and [email protected].

Then one or the other can reply with their own email and their own name, giving it a more personal touch, boosting the customers confidence that it's an honest business.

The problem with this is that they would need to be very careful to not double team a client, both replying without knowing the other is too.

Is there some way to set it up so that the other rep gets notified too? Something like a "Reply-To/Bcc" header.

2

2 Answers 2

3

Why don't you use a Support Ticket Tracking System like OTRS, OSTicket etc.? These Systems can be configured to receive mails from a specific address. The system will then automaticaly create a support ticket, which is seen by the whole support Team. like this everybody in the team can see which case has not yet been taken care off.

And, another advantage: if supporter1 took the case, but is sick the next few weeks, supporter2 can look over the open cases and react if necessary.

1

The obvious solution is the shared IMAP folder of [email protected] accessible for both [email protected] and [email protected]. When some person see message in that folder, he move it to its own working folder. When reply will be sended it should contain [email protected] as FROM and [email protected] as REPLY-TO - just to keep conversation with the same worker all the time.

Not the answer you're looking for? Browse other questions tagged .