> We are an internet based company which obviously has customer service
> dealing with a lot of inbound, email based customer queries.
Just because a query arrives by email doesn't mean it must be manipulated
or stored as email.
> We currently have it set up so that the email is read by whoever looks at it
> 1st. Replied to. Then the message in the inbox is moved manually by the
> individual into a folder called done, thus keeping a copy of the email (not
> in the inbox) and putting a strike through the email in the inbox ready for
> a scheduled deletion. The only bug bear of this is what if it not copied???
> I the individual just deletes the email it would be deleted automatically
> and no copy would exist.
If you have some compelling reason to keep the query stored on an IMAP
server, then your best option is probably to have technicians access
these queries using a custom-written client for the purpose, rather than
a general purpose mail user agent.
But better still would probably be to import the query into a tracking
system. This could be done automatically when the email arrives.
Cheers,
- Joel
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