karthikraoan

If the solution is about tracking queue in the users inbox: then get rule established to auto forward those email to ur inbox as well and have it tracked, although this is a temp solution, but one must try and make sure that all the query queue comes through the CRM tool that you might be using and if not have it proposed, although this involves cost, but CRM tools actually helps you leverage a lot better service management in terms of tracking,assigning,getting reports for all ur critical X's for TAT like one can calculate the time to action and time to allocate etc.. regards,