company emails

jamoor · 12 Oct 2008 at 21:10

Currently we are using Kayako support suite, which frankly is useless.

What do organisations use to track emails? Each member of staff has a google apps email account, we pipe emails into Kayako to help us to track them.

Are there any other alternatives that aren't as poor as Kayako? Essentially we have an email address [email protected] where all of our email comes to and any 1 of 5 people can respond to them, we need a solution that will allow us to find out if an email has been responded to already or if someone is responding to it to avoid duplicates.

Any ideas?

Thanks

Origin · 12 Oct 2008 at 22:41

Not sure how the apps you're using work, but we use a shared exchange mailbox. All we do is open up the mail, type in the subject bar and then close the mail, save changes and then when it is done mark it as done by the user and save changes again. Can they not do that?

jamoor · 12 Oct 2008 at 22:47

I am not sure what you mean, essentially I am after something that will allow multiple users to use 1 account without confusion, for example, if I use outlook for emails and we recieve an email from Mr Jones, how will the other three people in my office know that I have responded to Mr Jones?

Origin · 13 Oct 2008 at 12:37

jamoor said:
I am not sure what you mean, essentially I am after something that will allow multiple users to use 1 account without confusion, for example, if I use outlook for emails and we recieve an email from Mr Jones, how will the other three people in my office know that I have responded to Mr Jones?

If you open the customer mail to read it, you can type in the subject bar eg **JAMOOR DONE** and then save the mail, outlook will then save the original mail with your extra text in the subject bar so people can see it has been completed. We do this when the mail comes in and we mark as **XXX doing** so no one else works on it, and then **XXX done** when it has been completed.
This works for us on a mailbox in outlook. Try it on a mail in your inbox (in outlook) to see what I mean.

Badger2003 · 13 Oct 2008 at 21:20

jamoor said:
Currently we are using Kayako support suite, which frankly is useless.

I'm a huge fan of Kayako support suite and have been using it for sometime. It sounds like you're not using it for it's best application, which is a ticket based, technical support helpdesk package. It's not really designed to 'track emails'

The advise given by Origin is spot on and what's more, it's FOC.