Microsoft CRM and replying on emails in a Queue
I have had several discussions with customers on this topic and I must say I have to agree with them. It is really not logical when having a support queue that is used by a support team of let's say ten persons and when they reply on an e-mail it will have the support person's personal email address instead of the email address of that queue.
Currently there is one workaround that is manual but does the job.
- In the message that you opened in the queue, click the lookup button next to the From field.
- In the Look Up Records form, click Queue in the Type list.
- Click the queue from which you want to send the e-mail, and then click OK.
- Type the message text, and then click the Send icon.
I hope this helps you discussing this issue a bit better with your existing customers. I know there is also a script out there, but this requires a user to be an "CRM Administrator" and that's something that most customers do not want or allow and besides that I do not know if that script is supported or not. The above mentioned solution is supported and works. I hope the Program Manager for the Queue part will address this feature in the next version of Microsoft CRM!