We are in the process of trying to make the shared mailboxes work for us.
We need to catch all email conversations between a couple of sales folks and their leads. I setup a shared mailbox (ex email@example.com) and shared it out with both of them. I also created a Persona for firstname.lastname@example.org and made sure that when responding from this folder that is automatically used that Persona. I don't want Saleperson A (SPa) to miss any conversation had with customers and Salesperson B (SPb) or visa versa. A new mail comes in to the shared mailbox and SPa responds, this currently adds a sent message to SPa's sent box. SPb does not see that reply and sends another email to customer making sales look incompetent.
The attempted fix:
The attempted fix is this. We happen to use a relay server in out infrastructure which also uses Postfix. The plan was to add a sender_bcc map to our relay server. Simply stated any mail from email@example.com to the outside world gets that mail bcc'd to itself. The idea being in conversation view SPa and SPb would see all conversation between themselves and customers.
Personas don't actually send as firstname.lastname@example.org, they send as the sender SPa@domain.com. When the email gets to the destination server all the information is correct. From, Reply-to all indicate email@example.com, but it travels through the zimbra box and my relay box I see the actually user not the persona.
Any ideas on how to fix this are greatly appreciated.
Release 5.0.3_GA_2101.UBUNTU6 UBUNTU6 NETWORK edition