Email Management


I currently run Exchange Server 2007 with users email address and a shared email address (  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, they get a response back once we have received it with a case number etc.

Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

You will need to use different software such as network management and ticketing system. An example is the Spiceworks . Spiceworks is free and very good software for this matter.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
3rd party software like the above mentioned or something that I have used called Exclaimer Auto Responder. Its compatible with Exchange and works with Active Directory.  
Maen Abu-TabanjehNetwork Administrator, Network ConsultantCommented:
there is many tricks to solve this problem .. starting with using exchange 2007 audit

good luck
Acronis True Image 2019 just released!

Create a reliable backup. Make sure you always have dependable copies of your data so you can restore your entire system or individual files.

anthonytrAuthor Commented:
Looking at spiceworks, it looks like its configured towards IT helpdesks.  We will be using it for service requests, do you see that being a problem?
Maen Abu-TabanjehNetwork Administrator, Network ConsultantCommented:
aha ... now i understood you want 3rd party software for supporting case , there is also many open source php supporting software in

I don’t think there is any problem to use Spiceworks for other service requests.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today

From novice to tech pro — start learning today.