Create a rule in your email client to automatically forward the emails.

Prerequisite: Your Workbooks Dropbox must be setup before you follow these steps.  Information on how to setup you Dropbox can be found here.

For example, in Microsoft Outlook:

• Tools > Rules and Alerts
• New Rule
• Start from a blank rule > Check messages when they arrive > Next
• Select a suitable Condition and click Next. 

NOTE: Most people will select "where my name is in the To box" or "sent to people or distribution list".

• Select the "forward it to people or distribution list as an attachment" Action in Step 1. 

NOTE: The email must be forwarded as an attachment so be ensure it is processed correctly by the Dropbox.

• In Step 2 click "people or distribution list" > select Address Book > Contacts > select your Dropbox contact > Click OK.
• Click Finish and ensure the Rule is applied.

Tip: Test you're happy with the rule by send yourself an email, or getting someone that exists in your Workbooks system (as a Person or Sales Lead record) to send you a test email.  The Outlook Rule should run and automatically forward the email to your Dropbox.  The email should appear in your Outlook's Sent Items folder.  In Workbooks click Start > Emails.  Open the test email and review the Related Items tab.  Assuming the contact exists in your Workbooks system as a Person or Sales Lead record they should appear in the Related Items tab, and the email should appear in the Emails tab of the corresponding Person or Sales Lead record.

 We'd like to use this idea of handling incoming emails for incoming support emails. We have a generic email address for our support group and I could see that we could create a dummy user in Workbooks and forward any incoming emails to them. However I guess like you we have different users in the support group who will deal with each email depending upon the nature and complexity of the question.

So have you any suggestions on an easy way to :-

a) capture the incoming emails to a generic user? (I guess support must be have a user licence to activate a unique dropbox id?) 

b) allow the emails to be quickly viewed and used to create a case, which can then be assigned to a member of the support staff?

Rgds

Kevin

As discussed when you raised this question, yes, if you wanted all emails to be associated with a "support@mycompany.com" you'd need an extra licence.  However, bearing in mind that each user has a unique Workbooks Dropbox address, it is best for one of the Support Team to take responsibility for logging new issues and updating existing issues in Workbooks.

Here are some thoughts:

New Cases - Email to case functionality is not a current Workbooks feature.  There are arguments for and against this functionality, but depending on case volumes, manually raising the cases in Workbooks is relatively simple.  Here is the process we presently follow:

1. Receive email regarding a new issue and make a mental note of the sender.
2. Go to Workbooks and click Start > New Case > enter the Primary Contact's (sender) name (you may also want to check the Person record already exists and is supported first, or you can just create a new Person record from within the Case).
3. Set the subject, description, and other relevant fields and click Save. We make use of copy paste from the Outlook email to the new Workbooks Case.
4. Highlight / select and copy the Case reference.
5. Return to the Outlook email > Click Forward as Attachment > Paste the copied Case reference you copied in step 4 into the email subject.
6. Send to the Dropbox.

An Email will be recorded against the Case along with any attachments.

In answer to question b) the case and emails are correctly recorded and viewable in Workbooks, and can of course be assigned to an individual user or a queue

Additional resources and documentation:

• Email Dropbox (with short video)
• Using your Dropbox
• Queues