We’re getting overwhelmed by support requests from our latest project and are looking for an open source customer support solution, does anyone have any suggestions? The main functionality required is to be able to divert emails sent to a support address to a ticketing system.
We also need the following:
- Allow emails from more than one account to be diverted to the system and converted into tickets which can be assigned to team members according to language.
- Have predefined responses stored in a database which can easily be included as a basis for an email
- Allow specific emails from specific accounts to be automatically assigned to individuals
- Have various levels of importance for support requests
- Should allow the creation of different groups with various role capabilities
If you have any suggestions or experience to share please let me know in the comments.
We have implmented TRAQ which automatically converts the support emails into webtickets and the same could then be assigned to relevant person by a supervisor. It is integrated with our intranet wiki where relevant links could be assigned while resolving queries. The same is implemented with an Escalation System also.
Thanks Vineet
We’re more looking for something that enables us to email our users, so we can reply to their emails / support requests…