Hello!

First I'd like to thank everybody in this forum. With its help I managed to find solutions to my view problems I had while evaluating SugarCRM. I also want to thank the Sugar guys for this great piece of software and for have an OpenSource release.

But there's one issue I cannot find an answer in the forums. I hope someone can help me because this will be my last chance to find a replacement for our currently used CRM. Today my boss asked whether SugarCRM is ready to replace our CRM or not. Else he will buy an update and so we won't replace it.

The part we really dislike in SugarCRM is the email handling. Well, there are also calendar shortcomings, but we could live with them.
I've set up emailing and emails arrive in SugarCRM, so that's not the problem. What I really like to know is how it's supposed _reply_ to an email. The workflow I think we should use is like this:

1) Email arrives in the email module's inbox ("Support" group folder).
2) One of the support group members reads the email and "quick create"s a new case. I think we should use cases for each support call or mail we get from our customer (= account in Sugar). So far so good.
3) That case might lead to some action, may it be call, task, note or email.
4) The support group member finds the case, opens it and wants to answer the email. How can that be done?
4a) The case has a "Compose email" button, but that fills in the wrong recipient (account's email instead of initiating contact's email) and the original email isn't quoted. So that's not what the support group member wants to do.
4b) (S)He tries to reply to the email by clicking the email in History group and the email opens. But no way to answer the email from there?

Do I miss something or will the support group member really have to go to the Emails module, find the email that he wants to reply to and click the "Reply" button? And how can he link that reply to the case and to the original email already linked to the case?
I thinks that's a lot to do but maybe I simply miss something.

I really hope someone can help me because efficient emailing is a key feature for us.

In case replying to emails that are linked to a case can't be performed as in 4a or 4b: is there anything planed?

Kind regards,
Andreas