Shared email folder reply's

I've had a few situations where shared folders would have made an awesome workflow improvement for our company if not for one detail; a user replying to a message from a shared folder can only reply as themselves. The "Send from" drop down does not allow a user to select the original account.

I think it would be really great if when sharing an email folder there was an option (maybe below "Share all subfolders with these permissions ") labeled "Allow Full access users/groups to reply from my address". Enabling this option would include the original email address in the "Send from" menu when composing a reply from a shared folder. Here is an example of what it could look like:

An example use case for this would be creating a "feedback@mycompany.com" email account and sharing that inbox to a group of office employees to monitor. When a customer sent an email to that address any one of the office employees could reply to the email using the original address. This let's the account be used in a "general" way and keeps the entire conversation available in the original account for others to see.

I know in the example that these office employees could also just log in to that "feedback" account and work from there but being logged into 2x accounts requires using multiple browsers or incognito type modes. This just streamlines everything.

Employee Replied

7/26/2021 at 5:03 PM

Employee Post

Hi,

This is a great suggestion and I went ahead and created a ticket to get this over to our team for consideration. In the meantime, a workaround you may be able to utilize is setting up an SMTP account using the email account of the shared folder. It would require having the password for the account sharing the folder, so this may not be ideal in all shared folder cases.

Using your example of feedback@mycompany.com:
In your account go to Settings > Connectivity > SMTP Accounts card > click New SMTP Account. In the modal you'll enter the information for the feedback@mycompany.com account. This will then allow you to select to respond or send emails from feedback@mycompany.com without having to login to both accounts.

A System Administrator Replied

7/27/2021 at 12:59 PM

Hi Emily,

Thanks for the update! Shared folders are such a great feature and empowers some creative workflows for businesses.

I'll look into using that work-around you suggested. It's very clever and I think it may work for us in a few cases!

Employee Replied

7/27/2021 at 3:13 PM

Employee Post

You're very welcome!

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