Need Copies of All Email Correspondence

Need to screen email

[adcebalo]

I currently have an inquiry mail form that customers fill out to request services. I am thinking of redirecting the mail form to a third party that I will employ to receive and reply to the inquiries.

However, I still would need to see all correspondence originating from the original inquiry (including replies, add on correspondence from the replies and so on and so forth) since there would always be the possibility that the "third party" could redirect the benefits to someone other than myself.

So the basic desire is - whenever the initial inquirer and the third party hit the reply button to continue the email correspondence, I would like to be blind copied "bcc" to my own email account in a manner that is transparent and cannot be interfered with (e.g. delete my email address from the bcc field). In a perfect world, my email address would not show up in the bcc field, but an email would be sent to me transparently. Is there a script that does this? I do not have control of a server through which all emails would pass through.

[mack]

I think a good solution would be a customer support application that resides on your web server.

I do not however have to much experience with this topic so if this doesnt help, just think of it as a "bump"

On your server you have a feedback form, instead of this form being emailed to you (or the third party) it is written to a file on your server. The server will then allow the admin to view the message and reply to it. This is all done using forms as opposed to email clients. The only email that will be sent will be from your system to the customer when you reply. The first message will simply be saved to the system. The system will also record all outgoing emails.

These systems can be set to request the user click on a link to reply. This will mean the reply from them will also be saved on system (as opposed to direct email).

This will ensure you have all emails archived and accessble to view.

You might want to have a look through hotscripts.com or sourceforge.net to see what is on offer.

Sorry I coulden't be of more help. I hope someone else has a bit more information for you.

Mack.

[adcebalo]

I appreciate your email and it is helpful. I had not thought of a link to reply as opposed to clicking on the reply button in the direct mail applications. I will have to consider this as an option.

The only problem I forsee is that corresponents could still click on the "reply" button within their "direct email" applications. This would allow them to bypass my control.

That being said, this might be my best option.

[adcebalo]

There was one thing I missed in your original email. When you say "These systems can be set to request the user click on a link to reply." does that mean that it prevents access to the "reply" button on the direct mail application?

[Marcia]

If I remember correctly nms-formmail has just an alias in the html form and the actual recipients of the forms are coded into the Perl script for security reasons. It's open source, you can just do a search and check it ut.

[sun818]

prevents access to the "reply" button on the direct mail application?

The reply to address can be set up with an auto-responder: This is a send only mailbox. If you wish to reply please use the link provided in the mail.

A basic help ticket system will ask the user to click on a link to continue the conversation. I think the better ones also do not require the user to register an account. They can just reply by clicking on the link. I like the one my merchant processor uses but its a $1,000 package.

[adcebalo]

Thanks all. I will check these suggestions out.

[sun818]

You can also try HotScripts for Help Desk [hotscripts.com] applications.