Tips, Tricks & Secrets #9: Redirect emails

We have been sharing some of our favorite tips, tricks and secrets using our software products. If you look in the tags on the sidebar, “tips” is a great way to see the other posts in this series.

Tip #9: Redirect emails

We seriously are not sure how we could run our business without this feature! It’s that useful to us!

This tip is for our Intellect email program and it is a way to take an email that was sent to you, but needs to be dealt with by someone else.  If you forward it to someone, you become the sender, not the original person who sent it. If the person you forward it to replies, the reply comes to you, not the original person who needed it. You find yourself in the middle of a conversation that you aren’t really part of and it becomes your job to bounce the replies back and forth and back and forth. No fun!

If you find yourself in this situation in the future, instead of forwarding the message to the right place, use the right-click on the selected message and choose Redirect. You’ll get to choose the person to give it to, just like with a forwarded message BUT this will also set the reply to address as the original sender. This way, any reply goes right back to the original sender AND you aren’t stuck in the middle!

We use this often when a message comes into support that really needs to be answered by our sales department and vice versa. Notice that the status field gets a Registered Trademark symbol (the R in a circle character) – ® as an indication this message was redirected rather than the F for forwarded or R for replied.