I currently run Exchange Server 2007 with users email address and a shared email address (firstname.lastname@example.org). This shared email address is used by our Support team. When an email is received on this address, whoever receives it first changes the email to read so that everyone else knows that the email has been read.
My question is this: what software is available to manage these kind of emails so that they recieve a case number automatically and so that users can see which emails are being processed by other users? For example, when a customer emails email@example.com, they get a response back once we have received it with a case number etc.