Managing group email, tweak needed

[brendonhatcher]

Hi

We pool all incoming email to support@company.com

1 person processes the email as follows:

1. Delete spam
2. Find new support requests and turn them into tasks
3. Find responses to ongoing support requests and flag them for the appropriate user

1 and 2 are working well.

For item 3, we made a new workspace called Brendon's ongoing conversations.
We drag the email to that folder to classify it.

HOWEVER

The original email was auto-assigned to the Support Pending workspace (option in email control panel). 

This means that the ongoing conversation which was reclassified to my workspace ends up back in Support Pending as the conversation progresses.

I want the incoming first email to be classified to Support Pending and for further emails in the conversation thread to remain where they have been reclassified to.

Any suggestions?

Any alternative approaches?

Thanks
Brendon

[franponce87]

There is a user config option for this.
Go to Account > Edit Preferences > Email settings and look for the classifying emails with its conversations option.

Best regards,
Francisco

[brendonhatcher]

Hi Francisco

Thanks for the response.  I am not sure it applies, as the auto-classify handles both incoming emails and replies in the same way.  Here is a bit more detail...

The auto-classify is necessary to assign the first incoming mail to the "Unprocessed" workspace.

We then move the email to "Brendon's conversations".
I reply
When the client replies, their reply goes back to "Unprocessed".
I would prefer it to stay in "Brendon's conversations".

I haven't checked what happens when conversations are threaded.

Regards
Brendon