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Now, we get the emails answered but sometimes the same email gets answered by two people and it looks unprofessional.
I am looking for a web based solution so I can monitor it from outside the office.
Anyone have any ideas? Opensource would be great.
We are also looking for such as system. How are other ecommerce sites handling large quantities of emails to firstname.lastname@example.org with more than one person assigned to answering them? When searching Google with the following term: "email management software", I have found many programs, but most are feature loaded or don't have all the basic functions we are looking for.
Now, on another larger site, I developed a custom email handler to route emails to an SQL Server database. When the reps would open the email list, and they chose an email to read, it would 'lock' that particular email so people wont answer the same email. Like Gmail, there is a full trail to the conversations, and reps can search emails etc. Most importantly, you could tie emails directly with orders, so you could have a trail of your relationship with the customer from start to finish (and reorder).
I really havent found a 'good' ticket system for *ecommerce* sites. Sure there are a lot of them, but I found a lot of them to be clunky and geard to web-hosting or tech support type of companies for the most part.
I would love to find something between Gmail and my custom solution, as most clients wont pay for the custom solution, and others don't want to use Gmail'ish solutions.