For many years, we have used external applications to manage communications with our customers. As we were able to move virtually all of our business-related matters to EspoCRM, in May 2021 we started working on moving our customer communications to EspoCRM as well.
EspoCRM currently already has the ability to connect an email inbox with the Cases module, but this is not sufficient functionality for our company. Therefore, we have started working on an extension that will enable advanced management more similar to Ticketing system. Right now extension is working on our production EspoCRM and we're using it for main email addresses. We're still working on it, but you can check it in action on our demo instance(details available below).
If you want to know at what stage we are or would like to request additional functionality for this extension, send us an email!