HiI am part of a support team, which monitors a shared mailbox and is the main method of contact for our customers. Although this system works well, under busy conditions some emails get opened but not actioned.Also emails are sometimes opened by two people at the same time and consequently they end up doing the same admin tasks as each other, which is a waste of one persons time.Is there a way of identifying which users have opened emails so we can see where the problems are occurring and is it possible to have Exchange lock an email once its been opened so another user cannot open it at the same time?Many thanks,Graham.

Hello Graham, Unfortunately there isnt any way to see who has opened the particular mail and there isnt any way to lock the email also. Alternatively, you can set flags whenever anybody start working on any of the request so everybody knows that someone is working for this request. You can also assign categories with the name of admin to that mail so other admins come to know who is working on it.

AmitThank you for taking the time to reply.I've been playing around with the methods you have described and although they are not perfect they certainly are a workaround.The main problem with this kind of method is that it still requires human intervention to automate it and if we could rely on that we wouldn't have the problem in the first place .I will however keep them in place for now as they do seem to keep people on their toes more so maybe a good interim fix but if you do have any further information in the future or come across anything a little more permanent I would love to hear from you.Thanks again.Kind Regards,Graham.