Best practices for mail file with much traffic/many users?

HCL Domino Domino Forum
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Dear all,

We simply have a mailbox dedicated to our customer support, and being used by the hotline staff. And it’s not that easy to move all the mails in the right folder (picking one out of 200). We use the mailrules, but it appears that there cannot be more than 100, or even less, depending on the length of the rules.

How to manage so many concurrent threads then ?

Another thing : since the hotliners all have their own mailbox as well, they only receive their own New Mail alert, and not the one of the shared mailbox. And we don’t want to play so often with the Site document.

Beyond these specific issues, I would like to know what are your best practices on this case ?

Is Notes really appropriate to handle mail files receiving much traffic, and being used by many users ? Is there a limit where one should leave Notes for a more specific product ?

Thanks

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Subject: Best practices for mail file with much traffic/many users ?

My $0.02 worth …An out-of-the-box mail application is not the right multi-user tool for your needs. Another mail platform probably would not help either. The notifications going to each user is the right approach – for notifications. The place to put your effort is in the central tracking repository. This needs to be customized to handling assignments, reminders, locking, statistics, reporting, etc. A generic mail template is not a good fit. There are specific helpdesk tools in Domino and other platforms for this need. Where I work now (as well as some previous jobs) have highly customized workflow NSFs for this purpose. We get 10,000+ service requests per month. It works fairly well, though there will always be a love-hate relationship to a highly used system.

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Subject: RE: Best practices for mail file with much traffic/many users ?

Thanks for your input, both of you.

I will follow your advice, using an enhanced mail template is the Lotus way to do things properly.

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Subject: Best practices for mail file with much traffic/many users ?

Hi,

One of our client is using agents to handle that. Document are put in specfic foleders depending on the problem. An agents then send a mail to the right specialist.

JY