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reporting on emails in a shared mailbox RRS feed

  • Question

  • hi

    We have a customer service team that has to monitor and respond to several different email addresses (e.g. servcie@companya, service@companyb, info@companya etc).  We are looking at using one or more shared mailboxes for this but need to be able to report on how quickly emails are dealt with by the team.  

    Is there away in Exchange 2010 to monitor the shared mailbox(s) and to track the time between the email arriving and a customer service person responding to that email?

    cheers

    Paul

    Tuesday, June 11, 2013 9:51 PM

All replies

  • Hi

    The only built-in method would be to audit MessageBind using Mailbox Audit Logging and compare the accessed time to the time the message was received, but this value is not auditable for non-administrators: http://technet.microsoft.com/en-us/library/ff459237(v=exchg.141).aspx

    There may be 3rd party tools that can do this but I haven't used any personally.

    Cheers, Steve

    Wednesday, June 12, 2013 2:53 PM
  • hi

    thanks for that.  One question on your reply - when you say its not auditable for non-administrators due you mean that the value for MessageBind would only show in the audit file for administrator level users?

    cheers

    Paul

    Wednesday, June 12, 2013 11:02 PM
  • Yes, you actually have different settings for admin and non-admin users so you cannot actually enable MessageBind auditing for non-admins.

    Steve

    Thursday, June 13, 2013 6:44 AM
  • Hi Paul,

    I have a similar situation and am wondering if you ever figured out a way to do this?

    Jeff

    Tuesday, January 21, 2014 4:34 PM