Hi,
I was wondering if someone could help with a email tracking problem that seems to cause duplicating effort.
There is a mailbox, which is not a standard mailbox, it turns out that the emails arrive at this mailbox are then forwarded via a distribution list to all members of the team. This seems to cause a few issues, as when the emails arrive at the team members of the distribution lists mailboxes these members are unable see if the email has been tracked in CRM by another user.
When one member of this list creates a case based on that e-mail in CRM or tracks it to an existing case in CRM, the other user viewing their mailbox is unable to see if this email has been tracked and then creates either a new case or tracks it against an existing which is duplicate effort.
We've suggested queues, but the main mailbox is used for other things too before selected e-mails re forwarded onto the distribution list.
Any suggestions would be appreciated.
Thanks
