FOR INTERNAL MERCURY STAFF USE ONLY
What
The tracking of emails held in a shared mailbox which facilitates them being added to record activity Timelines.
Some customers will operate a central shared Outlook mailbox for some functions. A few examples could be finance@customer.com or compliance@customer.com.
NOTE: Before following the instructions below, we at Mercury will need to enable some settings on our side. You should therefore log a Request via the Mercury Customer Support Portal asking for Folder-Level Tracking to be enabled for your users. Please quote Mercury internal knowledge article KA-01454 in your request, for the Mercury Support Team to reference. Once Mercury Support have confirmed the enabling of all necessary settings, you can then proceed with the steps below.
NOTE: The instructions in this article can only be carried out by your organisation's System Administrator.
Where
Outlook shared mailbox emails > Mercury
How
1. Create a new Queue in Mercury > Settings > Advanced Settings > Business Management > Queues > New
2. You will need to provide the email address of the shared mailbox that you want to track and ensure that it's an exact match when you create the new Queue in the Incoming Email field:
3. Then go to Settings > Email Configuration > Mailboxes
4. Locate the mailbox you have just created the queue for and select and run the Test and Enable function: