Reply Address

[kovacsa]

Hello All ...

I'm curently in the process of setting up a shared mailbox to be used by 4 customer service reps. Setting them up with the mailbox is not a problem and having them access the e-mails is not a problem. The problem lies in the reply.
When a customer service rep relies to the e-mail the reply address is the reps address, not the shared mailbox address.
(ie joesmith@place.com not customerservice@place.com)

Any ideas?

Much Appreciated,

kovacsa

 

[drhixson]

dont know if this is the "best" answer, but configure the client Outlook to show the "from" field, and modify that. ALso, dont know, what about setting it up as a public folder?.. I know there is a better answer,.just cant think of it right now

 

[kovacsa]

Hey drhixson, thanks for the help, I was hoping to avoid the "from" field if possible, they'll often forget to make the change.

I never thought of the idea of a public folder .. can they respond to message sent to public folders?

Thanks again

 

[drhixson]

Yes, they can. Make sure they have access to the public folder... and again, im assuming it will fix the from field...

 

[myssi3]

I would create a group and add the members to it and then set the Reply address as the group's SMTP address. For example: Say the mbx was " Customer Service", I would create a dist list and attach the mbx to that list. Then give the members the appropriate permissions and delivery options.

 

[kovacsa]

Hey Myssi3 ... what do you mean exactly by "attatch the mbx to that dist list"? As a test .. I created a dist list with an SMTP address and then added then made the mbx a member of teh dist list.
When I tested ... the reply address was still that of the individual rep.
Am I missing something?

Thanks

 

[myssi3]

The NT Account -- hit that and select the dist list that you created. Either that or select the user who may be the "main cat" of the mbx. Either way.
I believe the option to be located on the Primary NT Acct. MAKE SURE that the give send on behalf of....is not assigned to anyone user in particular.
If it starts to get confusing, let me know - I can always call.

 

[kovacsa]

Hey Myssi3 ... I'm going to give your latest suggestion a go either today or tommorow, I'll let you know how it goes.

Thanks,

kovacsa