Web-based e-mail client with possibilty of ticketing [closed]

Question

We currently have an e-mail address, info@mydomain.com, to which our web site users can send queries and comments and which clients can use to contact our operations staff. The account also gets spammed a lot.

At the moment, the operations staff have permissions to use the mailbox of the info account.

This has several drawbacks :

1. An operator can send a really dumb reply to a user and we have no idea who sent it.

2. It is difficult to see whether a query / comment has been dealt with correctly.

Is there a web-based e-mail client our operations staff could use which would allow them to :

1. Delete spam, with a record of why the messages were deleted, ideally archiving the messages rather than making a full deletion. A spam filter is not the requirement, though.

2. Record all correspondence with the user, including the ID of the operator who replied.

3. A means of escalating an e-mail to a ticketed item, so that it can be e.g. forwarded to the IT Help Desk and record the replies from the Help Desk, or move the item to a supervisor or manager for handling by a more responsible individual etc.

The installation would have to be able to run in a Windows domain.

Could I just create a SharePoint site collection to handle this?

Answer 1

osTicket seems to support quite a lot of what you mention, if you get PHP and MySQL working.

It is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.