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We have a ticket system (which is just a basic Rails app I built). When a ticket is submitted, the customer gets an auto-reply that we're looking into it. The t
by callmeed 18y ago
We have a ticket system (which is just a basic Rails app I built). When a ticket is submitted, the customer gets an auto-reply that we're looking into it. The ticket is emailed to almost every staff member (6 of 8 people). An initial reply is usually submitted within 30 minutes (not necessarily a resolution). Tickets become a thread of messages until it is resolved.
I'm a big fan of a distributed/threaded system like this. I don't like direct emails for support.
BTW, if anyone is interested in using our ticket system, let me know–I could open source it on GitHub or something.
- DenisM 18y agoI'm interested. We use email currently which is not very flexible.
- callmeed 18y agoOk, here you guys go: http://github.com/bigfolio/big-help/wikis/home http://github.com/bigfolio/big-help/wikis/home There's nothing there yet except a wiki page and an empty Rails app. Give me a day or two to the code organized and commit some updates. Contributors more than welcome.
- nickb 18y agoOpen source it please!