Better way to manage support emails?

[ShunT]

Wondering what's the best way to manage incoming support emails with multiple remote support techs. Did a search and couldn't come up with much but there has to be something you can buy to help manage that.

[txbakers]

The way we do it, which isn't great either, is to create the one email address for support@ and set it up on everyone's machine, with it leaving a copy on the server.

Sometimes, however, the user will get two respones, so we're still sorting that one out. It's necessary to communicate between techs. We're thinking about a portal type situation where new email requests are entered into the DB and managed from there.

but haven't written it yet.

[py9jmas]

Take a look at call/incident management software. Remedy is the big expensive name in this area.

[2oddSox]

Years ago when I was cutting my teeth on a tech helpdesk, we had a similar arrangement to txbakers, whereby there was one support address for all incoming mail that all the techs could see. Whenever a tech took on the query, he/she forwarded that mail to their own individual e-mail account and moved the original to a special folder. Therefore any mails in the general queue were known to be unallocated, and there was a trace of which mails each techie handled.

Not the most elegant of solutions, but then it wasn't the most elegant of helpdesks either.