Email Management

Hi,

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

Regards,
LVL 1
anthonytrAsked:
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imadimadCommented:
Hi
You will need to use different software such as network management and ticketing system. An example is the Spiceworks http://www.spiceworks.com/ . Spiceworks is free and very good software for this matter.
Regards,
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TheBadKarmaCommented:
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.  
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Maen Abu-TabanjehNetwork Administrator, Network ConsultantCommented:
there is many tricks to solve this problem .. starting with using exchange 2007 audit

http://www.msexchange.org/articles_tutorials/exchange-server-2007/compliance-policies-archiving/exchange-2007-mailbox-access-auditing-part1.html

good luck
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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?
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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

www.sourceforge.net

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imadimadCommented:
I don’t think there is any problem to use Spiceworks for other service requests.
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