Agreed on the need for a ticketing system. However, while we have a CRM with a ticketing system, it's quite outdated, and doesn't integrate with Exchange, AFAICT, and there's already huge debate regarding what we're moving to next. It'll be worth putting this on the table as a possible requirement.
I'll take a look at the OWA option - an OOF might be acceptable. Thanks, Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 <[email protected]> wrote: > The best thing you could do, if able, would be to get a ticketing system > that "checks" the inbox of a designated account and generate tickets based > on email sitting in there, then it will auto-reply to those messages > explaining a ticket was created and generate an ID for the user. Footprints > and Track-It are products i've used to do this. Maybe since the "important" > folks want you all do make these improvements they would be willing to pony > up some dough so you all can take the customer service to the next level. > > But short of that, > > > Here's what I would do: > > 1. Delete the Distribution List--so you can reuse the SMTP address that it > has > > 2. Create a new user mailbox using the same SMTP address of the deleted DL > > 3. There is no need to "have it logged in somewhere forever". You can > simply go into https://OWAAddress/ECP, manage another user, then setup an > out of office auto-reply with no ending date. This is done from the server > side and "outside" of Outlook, so there is no need to have Outlook running, > ever. The only down side to this would be that the user would only get the > out of office reply once. Exchange knows when a sender has already received > and out of office message from a recipient--this is to prevent the bounce > loop. > > 4. Then I would decide exactly how I want email flow to work. For example, > If I want any messages sent to this new address to also get sent to all my > technicians I would do this: > > Create a new DL containing all the technicians. Go into the EMC and bring > up the account properties of the new mailbox created in step 2, under > "Delivery Options" enable forwarding, then check the option to "deliver > message to both forwarding address and mailbox". Checking this will ensure > that the message is both forwarded to your technician's DL address AND the > out of office reply is generated and sent. > > > > On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff <[email protected]> wrote: >> >> All, >> >> We currently have a DL for customer service/technical support, and >> some (important) folks would like to set up an autoresponder for the >> address. >> >> We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. >> >> I've pointed out that you can't put up an autoresponder on a DL, and >> that there are basically three options (AFAICT - please correct me if >> I'm wrong!): >> >> o- Move the SMTP address to a mailbox with a rule and have it logged >> in somewhere forever >> >> o- Move the SMTP address to a PF and set an autoresponder on it >> >> o- Use a third-party product. >> >> I've pointed out the risk of a bounce war, and they don't seem to care... >> >> Also, AFAICS, a transport rule will only generate a bounce message >> that looks weird and has only limited characters. >> >> Can you folks recommend a (fairly cheap) third party autoresponder for >> this kind of thing? >> >> Thanks, >> >> Kurt >> >> >
