I work for a company that has a several members in our customer service dept. These individuals answer the "customer service" email account. however, each user doesnt know which email/customer has been replied to. So we are looking for a solution that would allow us to thread the email conversations so that we can better follow our customers and make sure their concerns are being handled. I would also like this system to handle more than one account.

Anyone have any suggestions.

thanks

We have been thinking about a group email for our customer service and since we have our customer responsibilities by territory our problem would be to see which email would belong to whom before it was opened.

Once an email is opened, it would (at least in our system) turn from RED (Unread email) to BLACK.( read email). That would at least give your reps the knowledge that someone has opened that email. There is also the ability to change back to RED if for some reason you want to change it back to UNREAD.

And one could always forward that group email to their own personal email once they were handling...

Just some work arounds that you might use till you find the ideal system to handle your needs.

Have a great day.