Support emails

[Stokes]

This is not really a Jade topic but I just wanted to know how some of you deal with support emails that come in. For example if you have:

support@company.com

You may have 5 people working in support, how do you claim an email for a particular user so there are not multiple people working on the problem and sending 2 or more replies?

Just interested to see how others are dealing with this issue.

[ghosttie]

You could use a support ticketing program

[BeeJay]

Wherever possible we encourage our clients to directly enter their questions into Parsys against our product - similar to the way we ourselves open Contacts against the JADE product for the JADE Support team to deal with. This has the added benefit of the question being more easily visible to our support staff, and it is much more obvious whether a Contact is unclaimed or, if it is claimed, who is working on it currently. It also saves the support staff having to copy and paste the e-mail details into Parsys.

For e-mails, we use a shared Imap folder, rather than the support@company.com being a redirect into everyone's personal Inbox. Then, when someone is going to work on a new e-mail, they move it from the Inbox into a subfolder of the Inbox named with their name, and then copy & paste the details into a new Parsys entry. A 2nd person won't start working on the same e-mail as it will now be marked as deleted in the main Inbox, until such time as the main Inbox is expunged at which time it will be completely removed from the Inbox.

Cheers,
BeeJay.

[Rich Cassell]

We give all of our support staff access to the support email address as an additional mailbox. We then disable the Marking attributes of the reading pane in Microsoft Outlook so that the email can only be marked as read when somebody specifically selects to do that. If you are working on an email, you mark it as read and everybody else knows it is being done.

A bit wishy washy but it works for us.