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It would be helpful if the tech support section worked like
Re: Tech Support Modules - Suggestion
From: Dave Tanguay
Date: Saturday, December 5, 1998
Time: 2:38:40 am
The Internet Message Center.
http://www.mustang.com
Just a suggestion =)
-Dave
Dave Overton wrote:
> >>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...
> >
> >
>
> 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
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