I'm trying to set Sugar Pro 5.2.0a up so that users don't have to use the Email module to respond to auto generated cases from the Inbound email monitor. In fact, I'd like to do away with the email module entirely. We all prefer to use Outlook, and forcing users to use the Email module in certain cases can be a pain.

Has anyone had success in setting it up this way? The problems I need to overcome are:
  • Case ID not included in case assignment notification email.
  • Original email address not included in case assignment email.
  • Individual users' email accounts are not being monitored for incoming email, so the response email would only be attached to the case if users are diligent about using the Outlook toolbar.
  • I'm sure there are others.


Any thoughts or suggestions?