Quantcast
Channel: Zammad - Community - Latest posts
Viewing all articles
Browse latest Browse all 7623

Moving to zammad from plain e-mail support

$
0
0

We are a local IT support group and we have so far done e-mail (and physical/phone) support only, without any ticketing system. We have two support “channels”, one for desktop/user oriented questions and one for linux/server/account-mgmt related questions (and more).

In the future we would like to move to a single e-mail address for support that ends up in zammad. I’m wondering if this is a scenario that is familiar to someone?

Would it be possible to run things in parallel for a while, or can this only be done with a big bang transition?

We now have shared mailboxes for the questions, so we can all see the questions and distribute the answering (we use colours in thunderbird, green is someone is taking the “ticket”, but we only have a single shade of green, so it’s nog possible to see who has taken it… “Who’s green is that question?” is something that is shouted a lot :wink:

I’m thinking we need a new e-mail address for the zammad mail and when we’re ready redirect the mails from the other two to the new support address…

For the transition, could we start by “dragging” mails to the mailbox for zammad? I guess it would be picked up by zammad, since it’s more or less a fancy e-mail client…

Thanks for reading!

/Simon


Viewing all articles
Browse latest Browse all 7623

Trending Articles