How can I best manage a “support” mailbox for my organization?
Here is how we recommend running a “support” mailbox:
– forward the support emails to each person that might handle it
– set up in your mail client (Outlook, Thunderbird, Eudora,…) a “fake” support mailbox, that you do not check for the same people
– make sure that the support mailbox is set up such that when answering a support email, “[email protected]” is copied
Then, all you need to do is make sure that when answering a support email, the right identity is selected (this is automatically the case with most email clients).
That method works even in an environment with heterogeneous email clients, such as MacMail, Mozilla, Eudora, Outlook,…