[Fury]

I need to know what softwares are out there that are used in corporate environments to manage extremely heavy loads of customer sent e-mails in efficient way. The kinds that have very good filtering system to categorize the mails sent by customers, have workload sharing if possible, and automatically assign case identification numbers. Etc. advanced features.

If you know such softwares by name, please do inform me.

[Fury]

After a lot of googling around, I think I've found the best candidate to recommend to my boss. Does anyone have had prior experience with OTRS? To my surprise, it's even open source project and free or charge, they still charge for support which is fine.

I'm wondering if there is a true diamond somewhere out there that is even better than OTRS.

[Inquisitor]

Corporations typically use one of the following:

Microsoft Exchange

Novell Groupwise

IBM Lotus Notes

For what it's worth, of the three, the Microsoft product is the most feature rich and useable for the end users.

It also needs constant care and feeding or it becomes virus farm.

-edit-
Actually, I am not sure what you are asking, what exactly are you trying to do?

[Fury]

Microsoft Exchange is is just email server, it does not really offer any good management features. We need a system that keeps track of emails from beginning to the very end, all people involved must know what colleagues have responded previously even if colleague is not available. A system that automatically assigns case id's to all new emails and also offers filtering capabilities to automatically assign new emails into different categories.

We already use MS Exchange and it has proved not to be suited to our needs, as we need to manage hundreds of emails each day and also keep track of them all somehow. Take a quick look at OTRS features (link above) and you'll see what kind of management system I'm looking for.