Hugh E Cruickshank wrote:
From: Scott Silva Sent: March 28, 2007 15:07
If you have an in-house developed system, then your programmers
should be the
ones to add the proper features. E-mails sent to "support" should
be picked up
and managed by the system.
I will get myself on that right away. Who needs sleep anyway (I hear
it is highly overrated). But seriously...
While what your suggesting is certainly valid, I am always hesitant
to program functionality that is already available in an off-the-shelf
package. In other words I would rather not re-invent the wheel as the
saying sometimes goes. That and I am quite sure that I would not be
able come up with something that even remotely approaches the
functionality and stability that would be available in a reasonably
mature open source or proprietary package. Also, as I alluded to above,
I just do not have the time to devote to this.
I've used mailman lists as a really quick fix for this sort of thing to
just give a place where you can control redistribution and keep an
archive. And you can tell from a glance at the archive list if any of
the inbound messages did not have at least one response. RT can be
used this way too and is nicer because you can have additional queues
and if the first person to respond can't complete whatever needs to be
done, the ticket can be moved to a queue that will give it to someone
that can. Either of these can be configured as the target of an email
address and take effect more or less transparently, although in RT's
case you probably need to periodically go though and close the tickets
that have been completed by the email response. I still have a couple
of these set up for general notification and problem messages. Everyone
just interacts by email but the system collates the responses together
so you can review later.
--
Les Mikesell
lesmikesell@xxxxxxxxx
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