I would like to be able to have my tech support team work through Alliance for their emails back and forth to customers. I’ve looked up the information about the “Email Listener” function in Alliance, but I wanted to get some feedback on how it works.

-Can you set it up that all support personnel use the same outgoing email address (example: service@companyx.com)

-Can the listener pick up the call reference number and place it in the correct tech support personnel’s Alliance inbox?

-Can the return email be added directly into the call in the management tab?

Basically, I would like to use Alliance to remove the need to have support personnel bounce back and forth between outlook and Alliance to answer customer questions. There is a lot of unnecessary copying and pasting that goes on, wasting time. When I go back to get call information, I never have the whole exchange, just bits and pieces. I would like to streamline our processes to make it better for customers and support.

Ian