Anonymous
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Im not savvy enough to know the details of why, but we too have been asking for better email integrations since 2009. Along with viewing and permissioning, a way of letting a new prospect incoming email launch a contact record creation off that email. Also, the easy ability to link an email that is pertinent to a client not eminating from us or the client. We went from Goldmine to RT in 2009 and still miss the feature of "which contact record(s) do you want to attach this email?". One feature we did ask for eventually happened which was the timeline and specifically timeline of emails as that helps save some time popping in and out of emails. Not sure the answer (maybe a better direct integration w Outlook? as it hasnt been Zimbra) but email management is to me the one big RT dragon to slay.