[Zope] Product Question :: How are support emails handled?

Jens Vagelpohl jens@zope.com
Sun, 22 Jun 2003 10:37:37 -0400

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On Sunday, Jun 22, 2003, at 09:13 US/Eastern, Kevin Gill wrote:

> We have a small site, which generates about 10-20 support emails a 
> day. These
> are either technical 'I can't remember my password', business 'please 
> send me
> an application form', or Ezine related.
> Basically, three different people handle these emails at three 
> locations.
> Currently we triplicate the email and forward it to all three 
> participants,
> assuming that we as responsible adults will process the messages we are
> responsible for.
> I would like to have some form of package which would handle these 
> mails, and
> keep track i.e. know that every email was processed. Ideally, such a 
> system
> would also support entering our telephone issues and some simple, 
> template
> responses.
> My question is ... what package are people using to track their support
> emails? Is there some super package that has sorted this all out years 
> ago?
> I was directed to a package called perldesk, which has most of the
> functionality I require. However, it is CGI/perl based. Personally, I 
> would
> prefer something Zope based.
> Thanks in advance for any feedback.
> Kevin Gill