check out this page:: http://zwiki.org/ZopeIssueTrackers jens 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

http://www.zope.org/Members/peterbe/IssueTrackerProduct Has exactly what you need. It uses POP3 only. However, once an email has been sent in, that sender will have to use the web interface for further correspondance. This might change soon. There is unfortunatly no good How-to on how to use the POP3 features, but if you install it and click the "POP3" tab it will hopefully be obvious. There's a commercial piece of software called mailmanager which might be more proffessional. Also Zope I think. Peter 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 MovieExtra.ie Support http://www.movieextras.ie

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