Hi guys Im looking for a good help desk ticket solution. It must perform the following actions for it to be useful.
It needs to have a single point of contact via email..e.g
[email protected]
If we recieve a telephone(or an email outside of the system) we need to be able to create a ticket as if had been added via the single point of contact, this needs to be done with ease in order to save time.
Certain people within our organisation deal with certain customers, so if the email/ custom input support call as mentioned in bullet 2 is picked up as having a relationship with that certain person in our organisation it needs to be sent to them/put in their queue for them to work on.
If a person is out of office or sick any tickets sent to them must be forwarded to somebody else or put into a seperate pool of tickets that anybody can access.
Perhaps have an agent that sorts through tickets in the pool and assigns them to anybody who is available, preferably the person with fewest tickets in their queue/list.
Once a customer emails and the system logs it they immediately get a response with a ticket number and maybe details of who is dealing with the problem.
Any correspondance in relation to a particular ticket is automatically grouped into some sort of message, and not made into a load of separate tickets. I.e system scans incoming email subjects for ticket numbers and assosciates it with exisiting tickets if that number exists.
Any help is much appreciated
Thanks
P.S I have taken a look at OTRS but i'm not feeling it so unless someone can convince me I guess i'm after an alternative.
