We currently have an e-mail address, firstname.lastname@example.org, to which our web site users can send queries and comments and which clients can use to contact our operations staff. The account also gets spammed a lot.
At the moment, the operations staff have permissions to use the mailbox of the info account.
This has several drawbacks :
An operator can send a really dumb reply to a user and we have no idea who sent it.
It is difficult to see whether a query / comment has been dealt with correctly.
Is there a web-based e-mail client our operations staff could use which would allow them to :
Delete spam, with a record of why the messages were deleted, ideally archiving the messages rather than making a full deletion. A spam filter is not the requirement, though.
Record all correspondence with the user, including the ID of the operator who replied.
A means of escalating an e-mail to a ticketed item, so that it can be e.g. forwarded to the IT Help Desk and record the replies from the Help Desk, or move the item to a supervisor or manager for handling by a more responsible individual etc.
The installation would have to be able to run in a Windows domain.
Could I just create a SharePoint site collection to handle this?