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Dave Overton wrote:
Re: Tech Support Modules - Suggestion
From: Shawn Hogan
Date: Friday, December 4, 1998
Time: 9:19:58 am
>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.
Possibly...
>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.
No can do...
>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.
Since you can't do #2, that sort of ruins #3, eh? :-)
>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.
And ruins #4...
- Shawn
-------------------------------
Shawn D. Hogan
President, Data Point Solutions
http://www.data-point.com
(619) 452-3696
ICQ: 8319647
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