Hi,

Im wondering how some of the other companies on here deal with dividing the e-mail as per shifts for remote techs? All of my techs have been local but know we are going to have a remote one and Im just wondering how to set him up with the e-mail. I would like to recive it all but only have him recive it when hes working. How do some of you to solve this?

Thanks
Jeff

a helpdesk solution with Email Piping would do this plus more.

thanks
- James

You should consider using an email ticketing system. This will help deliver emails to the person in charge.

Cu, Moritz

Yeah, I've used PerlDesk for this. The email piping was a real pain to setup, but once you have it running it's great.

I use help center live and the tickets but e-mail is not router through there. I will look in to how it works.

Originally posted by SmokinDesign
I use help center live and the tickets but e-mail is not router through there. I will look in to how it works.

I believe HCL 1.2 has email piping capabilities.

Thanks
- James

osTickets is VERY easy to setup/use. We are using RT (www.bestpractical.com/rt) which is way more complex, but it does a very good job when properly configured.

Originally posted by joako
osTickets is VERY easy to setup/use. We are using RT (www.bestpractical.com/rt) which is way more complex, but it does a very good job when properly configured.

I havent used RT yet but i have looked into its features and stuff and yes it does look pretty complex but it will do alot more then just email routing and what every common helpdesk solution that you hear about on these forums.

The only thing i dont like about it is that its written in perl. I personally perfer my applicaitons to be written in PHP myself.

But yes indeed RT looks like an awesome app.

Thanks
- James

we use perldesk, and the piping was incredibly easy....you just forward the support email address to the piping script....done.

Can I have some Email Tracking Systems avaiable todya?

Cerberus is the way to go. There are other good ones, Kayako does email piping as well as the ones already mentioned in the thread that are still out there.

www.cerberusweb.com

http://support-logic.com has a good, PHP written, and GPL system, it also has email piping.

edit: link fixed

Originally posted by PHPGeek2k3
I believe HCL 1.2 has email piping capabilities.

Thanks
- James

Really, thats nice!

We're currently testing out osTicket, after having tested PerlDesk and ExoPHPDesk (I think that's the name of it). I like osTicket better than PerlDesk at the moment, as all we need is a tracking system, and nothing else :D.

-Josh

We use Perldesk for tech support. As you said you will be dealing with remote techs, I think it's a good option. In addition to tickets opened by the ticket system, support requests that are sent to support@mydomain also go into the ticket sytem, and we have support techs in different parts of the world that all log into that same helpdesk. No requests get missed or overlapped, it's a great system.

Help desk is a good and recommended alternative. A good helpdesk not mentioned here is otrs.

If it is just an email solution you are looking at. Then imap can be a good idea too..

Regards
Amar

What is imap?

From whatis.com:

" IMAP (Internet Message Access Protocol) is a standard protocol for accessing e-mail from your local server. IMAP (the latest version is IMAP Version 4) is a client/server protocol in which e-mail is received and held for you by your Internet server. You (or your e-mail client) can view just the heading and the sender of the letter and then decide whether to download the mail. You can also create and manipulate multiple folders or mailboxes on the server, delete messages, or search for certain parts or an entire note. IMAP requires continual access to the server during the time that you are working with your mail.

A less sophisticated protocol is Post Office Protocol 3 (POP3). With POP3, your mail is saved for you in a single mailbox on the server. When you read your mail, all of it is immediately downloaded to your computer and, except when previously arranged, no longer maintained on the server.

IMAP can be thought of as a remote file server. POP3 can be thought of as a "store-and-forward" service. "

You should try Help Desk. I use it for my support and I love it.

I would recommend using Cerberus for the following reasons.

1.Functionality
2. Ease of installation.
3. Web Interface.
4. Free for 1 queue (support/abuse/postmaster/sales)