[ale] One email address, multiple users

[Brandon Checketts]

A company that I work for has (imho) a pretty nice way of handling this
without adding the complication of a separate ticket or CMS system.
The messages are left in the Inbox, and an external script periodically
 updates a database with the current Inbox contents.

We then have a ajax-ified web interface where we can 'grab' messages,
make annotations, etc.  During peak time we have up to 6-10 simultaneous
users and handle about 100 messages on a typical day and it works out
really well.

Additionally, it provides a bunch of public statistics for customers
(and probably even more for the boss):
https://rimuhosting.com/ticket/supportstats.jsp

It is currently a proprietary, custom-written product, but I believe
they have some plans to release it as open-source at some point in the
future.

Thanks,
Brandon Checketts



PairOfTwins wrote:
> Gang:
> 
> A local business takes orders online (about 150 per day, each order a 
> separate email) and processes them from 1 workstation.  They'd like to 
> have 3 workstations processing that same batch of incoming emails.  The 
> goal is for each user to see which emails had been responded to, and 
> process only the ones that hadn't.
> 
> My basic approach would be an IMAP setup.  Any better idea?  More 
> sophisticated solution?
> 
> Tom
> 
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