Preferably Matrix Staff reply - Mail systems request

[arindra]

Hi ,
I have a customer who submitted this as a enquiry :

Please do advise further if the following functionlity can be provided :
1. copy incoming emails to specific email ids to other specific email ids [ Please note that the functionality required is for tracking incoming and outgoing messages ; i.e. any mail addressed to a junior personnel must also be copies to his senior/supervisor's email id also automatically ]
2. copy all outgoing emails for archiving [ Archiving all emails is also required so that any email can be retrieved when necessary even if it deleted from individual email stores. ]
3. copy all outgoing emails from specific email ids to other specific email ids. [ Similarly any reply etc. sent by the junior must be copied to his senior/manager's email id so that the manager can track what queries have been replied to etc. ]

How can i help him ? Is this possible at Matrix ?
Or can this type of be fullfiled by instaling some software at the client's end ?

Thanx .

[admin]

I don't think this can be done in our current setup..

[Brangwyn]

1) This is easily done by adding a mail forward in addition to the mailbox for the person. Use the forward to send copies to the other people who need it. You can add multiple addresses to the forward if required.

2 & 3 would best be handled by the client, I doubt Vortech are going to provide this service to you.

[arindra]

brang,
what do you mean "best handled by the client " . Is there any sort iof software that can handle this somehow ?

[Brangwyn]

Most Email clients have a "save sent mail" feature of some sort which could take care of option 2, depending on how they have their corporate network setup they could probably have the sent mail stored in some sort of public folder. It comes down to what they're using for mail currently really.

[javier011]

I think the best solution is a 'ticket support system' it can do everything

[arindra]

am bumping this ... here are some links ,
http://cr.yp.to/qmail/faq/admin.html#copies

[mresell]

It sounds like they want a mail server to store email which really would not be the way to do this. I think on the email client end just using a Forward/BCC w/ or w/o surpression. The storage part of the equation should be on their end. It is not secure to have someone else storing your email and can be very expensive. If everyone getting emails gets a copy and at least one responsible person archives it on their pc w/ automated backups that seems the way to go.

[Brangwyn]

Originally posted by arindra
am bumping this ... here are some links ,
http://cr.yp.to/qmail/faq/admin.html#copies

I don't think your going to get any further with this, I don't believe vortech will put in any customer specific "hacks" into qmail.

[sheptech]

On the client side you could use a mail client like Pegasus that would allow you to have a networked version where folks could have direct access to others' mailboxes...admin can set up all sorts of interesting access control scenarios... The only problem is that everyone needs to be using Pegasus and the program (near as I can figure) needs to run shared from a file server.

If you want logging and copying (and bears, oh my!) you're looking at setting up a local mail server at least for outbound... you could do the DNS dance to use it for inbound too, but it might be easier to stick with Matrix mail servers for inbound & set up forwarders that are essentially "lists" of recipients (as Brangwyn suggested).

I agree with Javier - I think I'd go for a helpdesk/servicedesk solution myself rather than have that mess to administer (and WHAT a mess it'd be). Have you looked at solutions like OneOrZero? (helpdesk.oneorzero.com)