I have been put in charge of setting up a kind of email ticketing support system that needs to work a specific way, and i only have a couple days to do this...
I have been looking around for an online email support system.. and expected to find one in 5 mins, but so far I've been searching around for 2 days!
In a perfect world I would be able to:
- Insert a Support Contact form into a web page with a drop down box that provides the 'department' or similar that I could direct it to upone receipt... for example; general support, complaints, etc.
- Depending on the subject or item selected out of the drop-down box it is then directed to a particular support worker... Or...
- I can then allocate this problem to a particular person or answer it myself.
- The email comes into us, I can then send:
- either an auto (canned) response or...
- I write a specific reply.
- or pass to someone to do
- Is osTicket the answer here ... and are there additional reporting analysis etc?
I am reading through the features and it seems to be the option - I'm just not 100%
Thank you in advance for your help,
Faye :)
PS: I have never put something on a server befre and have help to do that - but one other thing i am trying to get away from is support using their own email client with this - I'm assuming htis can take over as the entire email client for this particular email address.. is that correct?
