Re: Email Response Management

Date view Thread view Subject view Author view Attachment view

From: Allen Chang (allen_at_rescomp.berkeley.edu)
Date: Wed Apr 23 2003 - 17:41:22 PDT

Request Tracker is a full-fledged ticket tracking system that will do
everything you except maybe the automatic FAQ. On campus, I know SNS uses
it and ResComp is currently looking into it as well.

http://www.bestpractical.com/rt/

Allen Chang
Residential Computing
RSSP-IT

On Tue, 22 Apr 2003, Tim Heidinger wrote:

> Hi,
> I'm looking for a system you might have already developed or purchased...
> Ideally, it would accept email from various sources (customers who got the
> address from a hard copy publication or from a simple mailto reference on a
> website or by filling out a more sophisticated HTML forms asking for feedback).
>
> I'd want the original emails/requests to be stored and any replies to also
> be stored, it would be nice if you could also have a 'public' sanitized
> version of replies that could be available as a continuous FAQ of sorts.
> The system could get pretty sophisticated by 'assigning' responses to
> specific individuals or offices based on the content of the email, but I'm
> just looking for the basics. I'd like it all to be web-based of course.
>
> Anyone already solved the problem of responding to loads for customer
> emails and having some of those replies automatically incorporated in FAQs?
> Tim
>
> Tim Heidinger <timh_at_uclink.berkeley.edu>
> University of California, Berkeley
> Undergrad Affairs Phone: (510)643-2596
>
>
> ------------------------------------------------------------------------
> The following was automatically added to this message by the list server:
>
> For information about Micronet, including subscribing to
> or unsubscribing from its mailing list and finding out
> about upcoming meetings, please visit the Micronet Web site:
> <http://micronet.berkeley.edu/>.
>

------------------------------------------------------------------------
The following was automatically added to this message by the list server:

For information about Micronet, including subscribing to
or unsubscribing from its mailing list and finding out
about upcoming meetings, please visit the Micronet Web site:
<http://micronet.berkeley.edu/>.

Date view Thread view Subject view Author view Attachment view

This archive was generated by hypermail 2.1.5 : Wed Apr 23 2003 - 17:52:01 PDT