Inbound email queues - what to do with email when finished?

[jasenf]

We have inbound sales@domain.com emails coming in to a SugarCRM queue. We know how to assign them to users, relate them to records, etc.

My question is this: What do we do with the e-mail once its life "in the queue" is over? If the e-mail has been related to a record, and replied to, we want to delete it or hide it from the queue. How is this done? I have tried deleting the e-mail from the queue, but that removed it from the customer's record as well.

How do we maintain control of our queue?

Thanks in advance for anyone's suggestions!

jasen

[Cprosser]

Hi There

Your post implies that you can send a response to an incoming email - I would like to be able to do this - could you point me in the direction that allows this to happen please?

Thanks in advance,

Chris

[blinkie]

We have inbound sales@domain.com emails coming in to a SugarCRM queue. We know how to assign them to users, relate them to records, etc.

You are running SugarCRM 5.2? And you are handling the "queue" from Sugar's built-in email client? Once you import a message into Sugar it's safe to delete it from the mailbox. Because the message is then in the database and attached to a record. Unless I'm missing something.

[Axy]

We have the same problem.

Once the user deletes the e-mail from the E-mail module in Sugar, then the e-mail is no longer visible as an activity related to the case.