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03.29.2006 at 12:42AM PST, ID: 21793196
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8.0

Threads/Email Management

Asked by ctudorprice in Email Software, Adobe Type Manager

Hi,
I'm not using any commercial groupware app: just smtp/pop3.
I'm trying to write a custom app to manage our inbound email and responses. We send all our email out and receive it from a single account (customerservices@) and want to relate the inbound messages to the original message (the one we sent). We have an app that sends POP3 from the account and retrieves the inbound messages and interrogates them for strings, then places the message in an inbound queue for the appropriate customer service agent, and based on other rules maybe to another agent. The app manages the status of emails and allows us to queue & reassign workloads, etc. etc.
Is there a better/more elegant way of putting the reference information into the message than by adding it to the subject line (which is what we are currently doing)? i.e. we add "Reference: 123456" to the end of the subject line...
I've been looking at e-mail message headers like Thread-Index, References and others but am not really sure if that'll work as they seem to be internally generated by the mail servers. Custom headers get stripped on reply (it would appear) so I don't think I can use them.
Many thanks,
Chris
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[+][-]03.29.2006 at 09:17PM PST, ID: 16329461

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About this solution

Zones: Email Software, Adobe Type Manager
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Solution Provided By: Nopius
Participating Experts: 1
Solution Grade: A
 
 
[+][-]03.30.2006 at 01:08AM PST, ID: 16330484

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