zap
03-30-08, 07:01 AM
hello, i'm new here, read some threads on the forums but couldn't find what i was looking for so ... here i am.
i'm looking for a simple, desktop based way to manage customer service emails. i'd vastly prefer something that just runs on my computer and doesn't require installation on a server.
i'd be happy to hear any and all comments, suggestions, etc.
in case it might help (i'm new to this stuff) here are a few details:
- the usual procedure is that an 'issue' starts when i get a complaint from someone on a non-profit, ombudsman-style message board.
- normally, i bundle up their data and details and send it to a service representative via email. this begins a chain of emails that would include at least me, the company rep(s), the complainant, often others too. the point is everything is done by email, no external info or data sources involved, no phone calls, etc.
- as i understand it my initial contact with the rep would be the thing that creates a 'ticket'. what i want it to be able to have all the related emails grouped under that ticket (i'll even move them in manually if i have to). this is just an organizational thing, one wants to see all the related email correspondence gathered in one spot.
- some kind of current status flag on tickets would be great.
- reminders (weekly? bi-weekly?) would be great since the company reps are often more than willing to 'forget' about issues if they can.
- reporting would be a simple end-of-month, "what's new this month", "what's the current status" reporting, one line of data per case is fine.
- i work alone on this (iow, a single user), there are no other persons directly involved, no departments to report to, etc.
- i get 30-40 issues per month. some issues spread out over a couple months or more.
- oh yes, forgot to mention: my budget is approx zero. anything i pay would be out of my own pocket. the service i offer is free.
help! :uhh:
i'm looking for a simple, desktop based way to manage customer service emails. i'd vastly prefer something that just runs on my computer and doesn't require installation on a server.
i'd be happy to hear any and all comments, suggestions, etc.
in case it might help (i'm new to this stuff) here are a few details:
- the usual procedure is that an 'issue' starts when i get a complaint from someone on a non-profit, ombudsman-style message board.
- normally, i bundle up their data and details and send it to a service representative via email. this begins a chain of emails that would include at least me, the company rep(s), the complainant, often others too. the point is everything is done by email, no external info or data sources involved, no phone calls, etc.
- as i understand it my initial contact with the rep would be the thing that creates a 'ticket'. what i want it to be able to have all the related emails grouped under that ticket (i'll even move them in manually if i have to). this is just an organizational thing, one wants to see all the related email correspondence gathered in one spot.
- some kind of current status flag on tickets would be great.
- reminders (weekly? bi-weekly?) would be great since the company reps are often more than willing to 'forget' about issues if they can.
- reporting would be a simple end-of-month, "what's new this month", "what's the current status" reporting, one line of data per case is fine.
- i work alone on this (iow, a single user), there are no other persons directly involved, no departments to report to, etc.
- i get 30-40 issues per month. some issues spread out over a couple months or more.
- oh yes, forgot to mention: my budget is approx zero. anything i pay would be out of my own pocket. the service i offer is free.
help! :uhh: