Roberto Gomes wrote :
Is OTRS suitable for this, from what Ive been reading it seems almost perfect. But I'm having some doubts about implementation. Should I create a different queue for each email account? The replies all need to be answered through the same account from which the user sent the email and not some general account.
Hello Roberto, for each queue you can define which email adress OTRS uses for replies. You can also define sub queues for an better overview. So OTRS should work for you and optimize your workflow greatly if your team is willing to use the OTRS web interface for answering emails. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de