Assigning an owner and status to an email (work tracking)
Who is responsible for an email arriving in shared mailboxes (such as info@, support@) and what stage it is at are managed from the Owner and Status fields at the top of the reading screen. The assigned person receives a notification and a mobile notification.
- User with tagging permission in the mailbox (viewing permission is enough to see)
- Organizations with the team collaboration plan enabled
What is assigning an owner and status to an email (work tracking)?
Whose work an email arriving in shared mailboxes (such as info@, destek@) is and what stage it is at is managed from the Owner and Status fields at the top of the reading screen. Who can do this: A user with tagging permission on the mailbox (view permission is sufficient to see it); Organizations with the Teamwork plan enabled.
Steps
Open the incoming email. Owner and status buttons appear below the subject.
Select a person from the Owner list or select Assign to me 1. Only people who can see this mailbox are listed.
Mark the status as Open, Pending or Resolved 2; if you click the selected status again, the status is cleared. If someone else is currently replying to the same email, it appears on this line 3.
- 1Assign the email to a person
- 2Open / Pending / Resolved
- 3Prevents duplicate replies
To view items assigned to me and lists by status
In the Work tracking section in the left panel, click Assigned to me: emails you own are listed.
Click Open, Pending or Resolved to see emails in that status. Clicking an email opens it on the right.
Forwarding multiple emails at once
When going on leave or handing over a customer, you can transfer all emails together instead of assigning them one by one.
Select the emails you want to forward in the list (when you select more than one, the top bar switches to bulk actions).
Click Delegate 1 and select the person from the list that opens.
- 1Transfer