Quote:
Originally Posted by andy_brit
Apols if this has been asked previously.
The supportdepartment email is a great idea.
What I'm interested in is knowing what my clients are asking. I can easily put a cc address in the email form that gets sent to support department so that I can track the questions that get asked.
What I would be interested in is being able to track the answers that get sent by 'supportdepartment' back to the clients.
This is so that I can track issues and fixes and also keep an eye on my clients so that when I talk directly to them I would like to be knowledgable about their issues (in an ideal world)
The question is, if I CC myself on the webform, will supportdepartment cc me in on any reply?
Thanks for your thoughts
Andrew
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Hello Andrew,
It most probably would be difficult for supportdepartment people to send a CC to you everytime (and for every reseller if yheu ask for it). However you can do it simply at your end, you could simply add a reply-to header in your form which will send the reply back to the address mentioned. I have not tried multiple addresses in reply-to but it should work using a comma. Example:
mail1@somewhere.com,mail2@somewhere.com
If your volume of tickets is not very high then you may use eTicket (
http://eticket.sourceforge.net/) wherein you'd be able to maintain all support tickets.
Regds
IJ