We work with a shared inbox to provide support to customers and use the read/unread status to know whether an issue has been worked yet or not. Because we all have access to the same box, though, if one person reads an email (or their reading pane marks it as read and they forget to mark it back as unread) and hasn't decided to work that issue the ball gets dropped.
For the moment we have to look beyond the fact that we're using Outlook/email as a ticketing system (it's out of my control) and have got to make due. We've looked into simply changing the 'mark as read reading pane time limit' but due to other kinds of inboxes we manage that isn't the best solution for us (unless that setting can be changed on an per-inbox basis). Is there a way for us to see which user has marked an email as read in the shared inbox? Perhaps with a custom category, or even a macro?
Bonus: What other method does outlook offer to provide a shared inbox, a completion state for us to track issues, and accountability between users?
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