I don't know if anyone can help but I 'm looking for an Outlook solution. I have a small business with two particular email addresses that two people in the office will be monitoring and replying back to cutomers with on two different computes.
Presethly I have Outlook keep the mail on the server for 30 days to ensure that either employee on one of two computers can get a copy of an email on their own computer. All is OK. The issue begins when we repsond to the initial email request. In this repsonse we log a entry in an Access database which assigns a case number. We put that case number in the subject line. This way if employee #1 responds then employee #2 can see it was responded to perviously due to the case number in the subject when a customer responds. Afterward the employee can review the case history prior to repsonding to ensure that repsonses are not repeated.
The big area of determination is when the first email comes through from a customer. It will not have a case number so I would image it would be pretty easy for two employees to repsond to one request by accident.
If this makes sense then any suggestons on how to manager two employees, on two computers sharing/monitoring 2 email acconts would be most greatful.