Is there a way to send a notification email to a the PM if an email sent out of a project (either system or PM-generated) received a reply?
The issue we're having is that system-generated emails, sent from a System alias, are being replied to by customers but they are not using 'Reply To All'. This means that the response sits in the project emails waiting for the next time the PM comes around to that project and notices it... not the best show of responsiveness but system-generated emails do not have a 'Send From' option.
I was thinking that I could do a workflow rule to send a notification whenever the '# of Emails' changes but that would notify the PM whenever they or a coworker sends an email out from the project, which is less than ideal.
Is it possible to capture 'email count increased' and 'email From' (or 'email external')... or some other variable that I'm not seeing that would zero in on emails sent from customers to the project?