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I have been playing with OptigoldISP for a few days now, and found a few
Tech Support Modules - Suggestion
From: Dave Overton
Date: Friday, December 4, 1998
Time: 8:45:39 am
things that might be nice to have...
In the Tech Support Module.
1. Turn on a red checkmark if there is a callback needed someplace. On
the Mainmenu would be nice! Sales could add a "trouble" from someone, and
support wouldn't have to just "know" it was there. Since this happens
around here infrequently, we need to be reminded to check it.
2. Have it do a pop3 check of email addressed to "support@you.com" and
stick that email in the "problem" area, with an acknowledgement to the user
that it was recieved and assigned tracking number xxxxx. Turn on the
checkmark.
3. Allow the support system to do a "reply" type email, quote the original
message and whatnot. Not automatically, just make that an option for the
support staff.
4. Support Email sent from an invalid address, or an unknown address
should be dumped to a "generic" user account (support?) for handling. This
would put all those support emails I get from our competitions customers in
one convenient place so I can justify the bill I would like to send them.
And yes, I usually answer them, with a small plug for our business on the
letter.
Dave
Dave Overton http://www.syix.com/
dave@syix.com SYIX.COM - because there IS a difference
(530) 755-1751 x11 (800) 988-SYIX
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