Sharing Mailbox between users using IMAP

[@lbutlr]

On 29 Jun 2018, at 01:42, Luca Bertoncello <lucabert at lucabert.de> wrote:
> Now the question: if I have 5-6 people accessing the account via IMAP, has Dovecot (2.2.13 from Debian repositories) problems?

I routinely access my accounts from 5 devices, which dovecot doesn't know are all "me".

This is rather the point of IMAP.

However, if multiple users are trying to move messages at the same time, that may cause trouble, so shared mailboxes are the best way forward on that.

If this is more than two or three people, or if they are in different locations and will likely be deleting or moving mail at the same time what I would do is share the mailboxes from info at example.com to user1 at example.com, user2 at example.com, user3 at example.com, etc.

For reading and replying there is no issue though.

What I would suggest is that the users have folders on the info account, and when they are processing/dealing with an email, they move it into info/user1.

That said, the right way to do this is to put the email into a CRM database and use a ticket system (or similar) to assign emails to a specific person and not use IMAP at all. Unless you are dealing with a really small pool of people all in one location  who can be managed to not muck things up, and even then there might be problems, and they may well be catastrophic.

Something along the lines of Zendesk, Freshdesk, etc (though I make no recommendations). I don't know of any free/open-source CRM packages, but I bet others here do.

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