Currently, our SIS team receives emails from people outside our domain, like parents. The team is looking for a solution that can assign emails to members of the team to indicate ownership of work. 

I know we can use IIQ to set up a way to create tickets from an email address and have those tickets assigned to a team. One of my concerns is that we don't allow parents to have accounts created in IIQ. This means when a parent gets an email response from IIQ saying they have a ticket created based on their sent email, they're going to see a button that says "View Ticket Details." When they try to click on this button, they will get an error message when they try to log in. 

I also know we can work around this by having accounts automatically created. The problem I have with this process, though, is the possibility of the parents discovering the agent's email address or phone number within the ticket. They would like to make sure their contact info isn't automatically discovered by the public and become overwhelmed when late July rolls around for student registration. 

Perhaps I’m overthinking this, but how have other schools handled this? At first, I tried to use the Collaborative Inbox in Google Workspace Groups, but it seems a little buggy when it comes to replying back as a group. 

Thanks in advance.