 | View Full Version : How do you track support emails? mattschinkel 11-02-2002, 09:17 PM Having multiple support persons replying to support emails (each person with their own email) can get quite confusing. It's hard to track weather or not an a email has been replied to. How do you track your support emails? Pilgrim 11-02-2002, 09:25 PM With multiple support people handling support requests by email can no longer be done. It seems you already found out that it causes some problems :) Get a copy of perldesk instead. www.perldesk.com Santoman 11-02-2002, 09:34 PM Yeah, I second Perldesk. Nice piece of software, and you can keep track of who's doing what quite nicely. As for emails though, that DO come in (And you can use perldesk to handle incoming emails as well), I just file things in client folders. Folder for each client. That is ALSO to using Perldesk. Steve mattschinkel 11-02-2002, 10:02 PM Some clients prefer to use email over a support ticketing systems. PerlDesk can handle incoming emails? I didn't know that.... cool! vipe 11-02-2002, 10:04 PM I really like the way eSupport http://www.kayako.com works. The cost of it on the other hand... AH-Tina 11-02-2002, 10:57 PM Originally posted by vipe I really like the way eSupport http://www.kayako.com works. The cost of it on the other hand... I agree...it is a very good ticket system. The price is fine - good value for the money! --Tina Santoman 11-02-2002, 11:43 PM Originally posted by mattschinkel Some clients prefer to use email over a support ticketing systems. PerlDesk can handle incoming emails? I didn't know that.... cool! Yup, it can. I don't have it up and running of course, but, yes, it can. Steve twrs 11-03-2002, 04:48 PM I've been trying to install PerlDesk on my Plesk server with no luck. Always got some kind of missing Perl modules error :( Santoman 11-03-2002, 05:12 PM Originally posted by twrs I've been trying to install PerlDesk on my Plesk server with no luck. Always got some kind of missing Perl modules error :( I had that same problem on my Plesk server with the current Perldesk version. I actually went back a version on Perldesk, and I'm running fine. Can't remember what the problem was though, it's been a few months... Steve vipe 11-03-2002, 05:23 PM Originally posted by AffordableHost I agree...it is a very good ticket system. The price is fine - good value for the money! --Tina Tina, I've thought I read someone state there is a new version coming sometime. Do you know anything off hand? successful 11-04-2002, 02:29 AM I have used PerlDesk in the past and I've found that we've run into too many little bugs and issues to really consider it a viable solution. If you have a real hosting company and you can spend a few bucks I would highly suggest that you check out http://www.DeskPro.com . vhedesigns 11-04-2002, 02:46 AM Deerfield makes product called Visnetic MailFlow which I believe combines a ticketing system with email. Looks very promising. Hope to see it at my company in a few months. :) Check it out: http://www.deerfield.com/products/visnetic_mailflow/ successful 11-04-2002, 03:24 AM I checked MailFlow out. Why would you want to pay per license and get less features then you'd get with http://www.DeskPro.com ? vhedesigns 11-04-2002, 03:30 AM Alex, Thanks for the info wasn't fimilar with DeskPro. Know of anything comparable for ASP? Thanks GetWebHosted 11-04-2002, 03:31 AM Additionally, if you are looking for a billing system, Modern Bill has a good Support System build in. Plus is works with Plesk, Ensim and CPanel so you can't go wrong. http://www.modernbill.com Regards, Christian twrs 11-04-2002, 07:46 AM Does Modernbill offer ticketing system with email piping support? |