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1. Reponses that are not zapped as spam by major webmail providers.
2. The ability for customers to check progress on line.
So many companies don't appreciate that they are failing on point one until they have developed a bad reputation for "ignoring" tickets.
Reponses that are not zapped as spam by major webmail providers.
Any open source/free application is going to reside on the site's server. Wouldn't this all depend on the blacklist status of that server.
I.E., if email is getting zapped there's a bigger problem than just the ticket application (aside from a spammy subject, I suppose).