How to manage multiple people needing the same email?

[MonKENy]

So this is the scenario

We have on our website an online form to request an appointment.

When they fill out the form it emails the request to 3 people.

We need a way to have all 3 people be able to see when someone follows up on it. The problem is that we usually follow up on requests 3 times. So just using replies can get very messy. Is there a better way to go about doing this?

On my user myself I have 5 folders or "labels".

Mach Forms
1st Attempt
2nd attempt
Declined Service
No Response
Scheduled

Requests come into Label MAch Forms,

If they respond with not wanting service they go into Declined

if I follow up with no response they go into 1st Attempt
follow up again no response 2nd attempt
follow up again no response

If I get a response and they do come in for services they go into Scheduled

this works well and good but only for me. If another front office gets there first then obviously I have no easy way to sort that.

We need a concise way for everyone to track incoming requests. We use Google Apps for education. Not sure if therte is a way to create shared "labels" or how else to steamline this.

Any ideas?

 

[xSauronx]

dsitribution groups?

where i work there is a "quotes" group for the sales people (4)
most of them have clients they work with regularly, otherwise iirc when a request comes in, someone replies *to* quotes saying they will work that quote and send it to the customer so that everyone is in the loop

sharepoint with workflows might also be useful, but i dont know enough about using/implementing them to really suggest them.

also, im assuming you guys have exchange or some kind of managed email

 

[EagleKeeper]

Issue comes into the group.
First person to handle it logs it into a problem tracking system.
The tracking system sends a email to the group identifying the issue.
Any changes get posted to the group..

Case solved.
Everyone is notified of the issue. First responder has taken care of initial paperwork.

 

[MonKENy]

what would be a good problem tracking system?

 

[2is]

Autotask.com is a very good ticketing system I use, you can assign users/emails to a ticket and anytime someone updates the ticket with notes it emails everyone assigned to that ticket. You can also track your time spent on a particular ticket.

 

[MonKENy]

Autotask.com is a very good ticketing system I use, you can assign users/emails to a ticket and anytime someone updates the ticket with notes it emails everyone assigned to that ticket. You can also track your time spent on a particular ticket.

to expensive. We are small so we need something on the free side.

Plus im the only one whos on the tech savvy side of things. My other front office is half a step from retarded when it comes to computers