Hi, as admin, I want to manage my support tickets via BlackBerry. I am mobile and don't have time to log onto a laptop and reply through the ticket system.
The use case is as follows:
1. dave@mail.com sends an email to support@website.com
2. osticket pop3 service picks up the email and creates the support ticket in the osticket system
3. osticket sends a copy of the ticket with ticket information (ticket id, email, message, etc.) to admin@website.com
4. admin@website.com replies to email above the ---- line
5. osticket pop3 picks up the email reply and now adds it as a message to the existing ticket
6. the email in #3 above has the user's email address, so when admin replies in #4 above, they can add the user's email address to cc: if they wish.
Basically, I need a way to answer support tickets through my BlackBerry but ensure all the relevant data is kept in the support system. I am in transit most of the time and won't be able to get to a laptop to access my support site online. I have to be able to manage the tickets through email. I believe this has wide appeal to many startups who are essentially virtual.
I'm looking for a quote to do the modifications, thanks.
