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What is the best method to manage Group or Department common Email accounts ?

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  • What is the best method to manage Group or Department common Email accounts ?

    Managing accounts for Distribution/Sharing/Groups/Departments

    Hello

    I apologize for what may be a common question but having read several points of view it is not clear to me which method may be the most efficient for managing Email accounts based on Groups/Departments etc.
    The classic example being [email protected]_name.com and having several authorized users manage the mail.

    The aim being to enable authorized users to read and answer the common mail account (sending from that address) even though they may have other addresses.
    Also to enable the option to indicate that the mail has already been read by a colleague.

    I have tried the method of creating a general user account 'sales' and then giving a new Sales Group permission to use the account with send permissions, the user then opens and uses the extra MBX from Outlook.
    If one accepts opening two or more MBXs in Outlook then this could be a solution.

    However I have read that using a security group in AD can have disadvantages (slow things down) and a Recipient Configuration/Distribution Group from ESM might be better.

    There is also the mail enabled PF solution.

    Could anyone comment, criticize or suggest a better method (or link) ?
    Thank you

  • #2
    Re: What is the best method to manage Group or Department common Email accounts ?

    There are three options only. Neither of them will make a performance hit, so you should discount any consideration of that in their selection.

    1. A shared mailbox.
    2. A Public Folder.
    3. A distribution group. This group can be either a security or distribution group, it doesn't matter as long as it is mail enabled.

    All of them have the major disadvantage of tracking responses. For that there is no easy answer. You may want to look at a call management system instead, which will allocate calls (emails) to users and then they can reallocate the ones they cannot reply to.

    Otherwise you would have to come up with some kind of internal procedure that is followed by everyone - moving the email to another folder while it is being worked on for example.

    If you want to track the sent items, then the only option available to you is shared mailbox. With some hotfixes and registry changes the sent item can be stored in the shared mailbox sent items so others can see what was said.
    http://blog.sembee.co.uk/post/Sent-I...Mailboxes.aspx

    However a call management system would do the same, and allow some kind of tracking.

    Simon.
    --
    Simon Butler
    Exchange MVP

    Blog: http://blog.sembee.co.uk/
    More Exchange Content: http://exchange.sembee.info/
    Exchange Resources List: http://exbpa.com/
    In the UK? Hire me: http://www.sembee.co.uk/

    Sembee is a registered trademark, used here with permission.

    Comment


    • #3
      Re: What is the best method to manage Group or Department common Email accounts ?

      Hello Simon,

      Thanks as always for your interesting and precise comments.
      I read your Blog entry immediately.
      [Performance problems when you try to access folders in a secondary mailbox in Outlook 2010]l, a sign of progress ?

      You seem to have mentioned the three methods which I had included in the primary post.
      Since the posting I setup an arrangement for a client using the Shared Mailbox method.
      It seems to work quite well, at least for this simple setup and for a small number of users.
      The users can see what is happening, manage the common mail from the shared account, see if mail has been read and of course move mail to PF's whenever necessary.
      When they send the mail, it is from the shared account but with a custom signature, which is what they desire.
      Mail is not distributed really which helps avoid unnecessary copies.

      Do you think that the distribution method is equally as good or even better ?

      Regarding Tracking, what about a relatively simple sink ?
      Perhaps even a client Com AddIn might be sufficient.

      Thanks again.

      Comment


      • #4
        Re: What is the best method to manage Group or Department common Email accounts ?

        I can't really comment on tracking. If you want tracking there are a lot better ways of doing so than using Exchange. CRM or support management tools are designed for that.

        If the solution you have implemented works for you, then I would stick with that for now.

        Simon.
        --
        Simon Butler
        Exchange MVP

        Blog: http://blog.sembee.co.uk/
        More Exchange Content: http://exchange.sembee.info/
        Exchange Resources List: http://exbpa.com/
        In the UK? Hire me: http://www.sembee.co.uk/

        Sembee is a registered trademark, used here with permission.

        Comment


        • #5
          Re: What is the best method to manage Group or Department common Email accounts ?

          Thanks for the follow up.
          OK, I will try to investigate this further while pursuing the current method.
          Best wishes

          Comment

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