How to set reply to address for multiple accounts?

D Smith · Joined: 05 Aug 2007 Posts: 3

We use exchange 2003 here and all our clients are outlook 2003.

Basically what I want to do is have it so that all our customer service reps
have a reply to address of customerservice@ourdomain.com and the from address
should remain their email address. For example

Rep1@ourdomain.com
and
Rep2@ourdomain.com

but when someone replies to either person it goes to
customerservice@ourdomain.com

I know that when creating an email in outlook this can be done in options by
setting the "direct replies to" and putting the address there but this has to
be done each time an email is sent. I am looking for a solution that can be
set so that all emails are automatically set with this reply to address
without the user having to do it each time. Can this be done with exchange?

Thank you in advance for any help.

Archived from group: microsoft>public>exchange2000>general

Lanwench [MVP - Exchange] · Joined: 05 Aug 2007 Posts: 875

D Smith wrote:
> We use exchange 2003 here and all our clients are outlook 2003.
>
> Basically what I want to do is have it so that all our customer
> service reps have a reply to address of customerservice@ourdomain.com
> and the from address should remain their email address. For example
>
> Rep1@ourdomain.com
> and
> Rep2@ourdomain.com
>
> but when someone replies to either person it goes to
> customerservice@ourdomain.com
>
> I know that when creating an email in outlook this can be done in
> options by setting the "direct replies to" and putting the address
> there but this has to be done each time an email is sent. I am
> looking for a solution that can be set so that all emails are
> automatically set with this reply to address without the user having
> to do it each time. Can this be done with exchange?
>
> Thank you in advance for any help.

I suggest you set up customerservice@ourdomain.com as either a shared
mailbox (to which all the users have full mailbox access, and open up as a
secondary mailbox in Outlook) or as a distribution group (with all the users
as members). Either way, grant the users (by virtue of group membership)
"Send As" rights to the mailbox or group. They can then use the From field
in a new message.

An advantage of using a shared mailbox is that a) all inbound mail goes to
one place and b) the users, when they reply, should automatically be
replying from customerservice@ourdomain.com and not their own. Messages will
be marked as read or replied to.

With the distribution group, you'll never know who replied to what, and
they'll have to manually use the From field every time.

Sent items will not be stored in the shared mailbox sent items folder -
check out Unisent from www.ivasoft.biz for a possible fix for that. With a
distribution group there's no way to do that, of course.

To make this easier, I would suggest you also look at RightFrom at the
Ivasoft website.

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