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This may be a long complicated question but we are hoping for a simple answer.  We have emails coming in that need to be escalated to a higher tier.  We have a macro that performs the flow of tagging, moving and assigning which works correctly.  We want to capture the analytics from the higher tier which the macro allows but we also want the source to retain access to only the original inbound email.  The original email comes in to our team and they determine if it needs escalation and activate the macro.  We would like the original email to be retained by the team should they need to reference it.  At the higher tier there may be confidential material we do not want the team to access but so far all our efforts show the emails are connected and data is shared across them.  So how do we allow one team to retain a source email only and not have access to the escalated email while using a macro?

Hi Harry! There’s two things here: For the analytics portion, there wouldn’t be a way to restrict that data in Front. You could filter for the inbox in the tag and the report to help view data that way, or create a new tag for the source inbox to be able to filter that way. 

For the access portion, the most straightforward option would be to restrict access to only the escalation team. This would mean the macro could continue to move, but upon move the other team would no longer be able to access the conversation.

If you have more questions on this process, you may want to reach out to our Support Team directly!

Hope this helps, let me know if you have any additional questions!


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