AnswerTrack Server tracks and routes messages by sitting "in the middle" of email communications between your Customers and your Agents.

To setup email accounts like support@yourcompany.com, sales@yourcompany.com, etc. for tracking, you just forward those accounts to the AnswerTrack Server.

Customers submit Issues (#1 below) either by sending email to those accounts, or with the included web-based Help Desk interface. AnswerTrack receives the message, assigns a unique tracking number to the subject line, then delivers it to one Agent (#2) who is both assigned to the mailbox and currently logged-in.

The Agent receives the message, and replies with his or her regular email client back to the original mailbox address, so the reply is sent back through AnswerTrack (#3) on the way to the Customer, allowing AnswerTrack to measure response times and save all messages in and out to the database.

Finally, the Agent's reply is delivered back to the Customer (#4) with a From address of the original mailbox. Any subsequent replies from either side will have the tracking number in the subject line, and will be delivered to the appropriate Agent or Customer so that the entire Issue integrity and thread is maintained.