Setting up a "support" email for several users to use this account

[bb sprgfld]

We are on MS exchange -- Outlook 2003 & in the Citrix world.
we have to setup a support email & our group needs to send email, respond,
ect in this account-however when we send - it goes to our indv. business
email account, even when we are in that "support" email account. This is a
fairly new process to our company and i am thinking that the account was not
setup correctly in the citrix world. Each folder that we use has us in the
permission areas and we added the "support" email to our email account.

Any ideas on how to make this work as a seperate email account in the citrix
world? We have some people who will be monitoring this account that are not
that experienced with outlook, so we are trying to make it easy on them as
well.

Thanks again for any input/ideas you may have.

 

[Joe Grover]

The easiest thing I can think of is having the support mailbox be its own
login, and they use Citrix to log into that mailbox. If you want people to
be able to be notified when a message comes into that mailbox you could
either set up a rule or make the support address a distribution list that
goes to the support mailbox and the other support team members, just train
them not to reply from their own mailbox and log into Citrix if they are
going to take action on the message. In any case having multiple people
respond to things like this can be a hassle if there isn't an established
means of folks communicating with each other to determine who's taking
action. Everyone hates getting more than one email saying "have you tried
rebooting the computer?"

Joe

 

[bb sprgfld]

I have that about that, and its just that the other users would "bark" at
that idea. I have several people and they need to be able to monitor it. The
email inbox is going to be used to send to people scanned inovices for thier
approval. I am just unsure of how to sell this to them ---any other
ideas???.
By the way Thank you for your quick and detailed response--very helpful