|27 Aug 2013||#1|
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Outlook 2010-Managing shared alias inbox as case claiming system
I work in a office where cases are sent to my team via an internal email alias. We have 4 teams, each with an individual team color. Each member of said team will claim a case by categorizing the email in outlook as their team color. We use group chats to determine who claims the case first within that individual team.
Here is where the problem starts :
Our office is nearing 50+ individuals, where the color categorization system in outlook wasn't intended to have so many people setting a color at once on a shared inbox. This is becoming an issue as the colors don't stay and sometimes reverse, causing it to be unclear as to what team color was on the case first.
Is it possible to configure outlook or the system we use to somehow put timestamps or some sort of identification on an email that would show who first made a change, edited, read or did anything to it in a public way that everyone in the office to see. Our goal would be to easily identify who "claimed" a case first so that person can be known as the case owner for that email request and we can move on to the next case in the queue. An example I saw was on a "Conflict Message" that was on a specific email had a time stamp and a user name associated to it. Similar to the image in the link below:
Conflicting Edits Notifications | Messaging Server Support
Any suggestions would be much appreciated. Thanks!
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