 |  |
>>2. Have it do a pop3 check of email addressed to "support@you.com" and
Re: Tech Support Modules - Suggestion
From: Dave Overton
Date: Saturday, December 5, 1998
Time: 2:28:31 am
>>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...
>
>
What would you need to be able to import that data? Its just a database,
why can't I create a file that could be imported? Seems trivial, but then,
I don't know anything anyway. If I can import a file with this info
(assuming you allow that somehow), then it would work.
Currently Email is stored in wonderful little files, with very specific
formats, the first line must be "From: ..." and the last line must be a
carriage return. If I parse the file looking for "From:", keep that value,
then drag on down to the first carriage return, and grab everything until
the next "From" or until the end of the file, I have the text. Dump that
into 2 fields, a "from" field, then a "text" field, and you import it
automagically every 15 minutes.
Humm, whats complicated? (and turn on my checkmark!)
And then create a web interface so people can just click their way to
entering a new question into the trouble tracking system and turn on that
checkmark too....
Basically, without a way to handle support email, what is the point behind
the tech support stuff? Over 1/2 of our tech support is email, thats a lot
of stuff to ignore and not track. Optigold will not get used as support
tracking without it, after all, who wants to maintain 2 different databases
for support?
Dave
Dave Overton http://www.syix.com/
dave@syix.com SYIX.COM - because there IS a difference
(530) 755-1751 x11 (800) 988-SYIX
Messages In This Thread:
Return to Digital Point Solutions' Home Page