best practice to implement a team in kolab (support/sales)

[Uwe Spielhagen]

Hi all,
I'm asking me what would be the best way to implement a support or sales
team in kolab!
I can create a user, share it's folders and any member of the team can
read/answer/delete mails that were sent to the teams adress
support at test.de for example.
There is a setting for users that can send mails in the name of the list.
I read I must create a new identity in the mail client to use the list
name as FROM when they send mails as if it came from the list.

? What is the difference between accessing a shared folder of another
user (support at test.de) and just connecting as the other user?
All the members could connect as support at test.de and do all the thinks
they want and they would see what anybody else answered to the customers
questions.
Perhaps just a question of ACLs, i can not set when they connect as
support at test.de?
I think it's not easy to tell the users to change the sending account in
the mailclient (outlook/thunderbird) each time they answer as the group.
80% they willl forget it.

? What is the difference between a "useraccount" and a "groupacccount"
in kolab? I can not find any!

Does anybody have a suggestion?

I've been testing kolab for about 4 weeks and slowly going towards
production.

Regards
Uwe

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