Help desk via mail, several operators

Question

Helpdesk

Good afternoon.
I have an online store, looking for a system that will help work with orders via mail.

I will describe the situation:
The product is complex (photo on canvas), I have to communicate with customers by mail, approve layouts, request additional photos or inquire about delivery times.

Previously, there were 2 operators - The Bat managed, but there are already three and will increase, and the question is that they have to shout to each other “Whoever answered this madam to her question”? There is also an administrative mail, but sometimes people still ask questions and place orders there.

From the system I want the following:
- collection of mail from two boxes,
- correspondence in the form of "CHAT", (preferably grouping not by topic but by price, it is not often that we solve many issues with a client, usually communication within the same "order" problem)
- preferably with a note who answered,
- automatic sorting ( whatever)
- if there is a desktop client, it would be generally great.

Practically, this task is solved by a new design from Yandex mail, but there are no two mailboxes (and the auto-assembler is not very convenient) and there is no grouping by email (Chat does not work)

Answer 1

I strongly recommend TeamWox to you. A very intelligent product that will cover your needs at a time. Up to 10 operators free of charge.
Demo: demo.teamwox.net/server/login

Answer 2

I think you still should try a normal program for those. support:
- kayako
- zendesk
Of course it costs money, but you will get a history of correspondence, separate tickets for each question, attached files, and most importantly SLA, how quickly your operators respond, and how many tickets are closed.

Answer 3

Much has already changed over the past years ...
Both systems described by you organize the process as follows:
1) you set up the email of those. support (anywhere gmail/yandex.mail/etc)
2) you prescribe in kayako/zendesk access to the mailbox by pop3, the system gets letters from this mailbox and sorts them into tickets
3) your employees respond within the system or via email to tickets, while clearly structured by user, topic, etc.
4) the user receives answers in email
Everything for the user is simple answers by email, for you there is a convenient interface with questions sorted on the shelves and a knowledge base

Answer 4

In due time lifted such system on the e-mail client.
Support operators are provided with Mozilla Thunderbird (in Russian, free of charge, large buttons, easy to learn on the go). The required number of boxes is configured without fail with access via IMAP (work with letters on the server). Filters are created by keywords and addresses. Response templates are created in advance - we had “request form - malfunction”, “data clarification form”, “report”, “2nd level support request”. Be sure to leave letters on the server. The system coped for two years, before moving to a web-based helpdesk with tickets.

Answer 5

ticket system Rt (free). OTRS (also free) and the like.

Answer 6

try siteheart . There must be a necessary functionality

Answer 7

settled on helpcout.net