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support email system

This project received 11 bids from talented freelancers with an average bid price of $666 USD.

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Employer working
Skills Required
Project Budget
$250 - $750 USD
Total Bids
11
Project Description

Project brief:

Aim with this project is to create a simple support ticketing system that can be used cross company-wise.

Main use will be emails between clients and support staff. Mainly used within webdevelopment and webhosting.

Technical:

Service will be hosted on a Linux Ubuntu server with LAMP.

emails send via [url removed, login to view] API

Flow example:

Flow 1: (A typical flow for a support request)

A User reports an issue via email to support()xxxx.com.

When receiving the email the system checks for sender email and subject (ID) to assign the email-request to right ticket and support staff.

If emailaddress (to) is defined in admin (support()[url removed, login to view]) the system knows that this ticket request should be sent to supporter y (or more).

Then an email is generated and send to supporter y. (or more support staffs)

Supporter can reply email and system will handle comments.

All comments from users and supporters will then be added to the thread so supporters can login and see history.

Supporters should be able to add keywords to the top of the email:

solved, reopened, closed (to change status)

reasign:aaaa()[url removed, login to view] to assign to another email

reasign: project12334 to assign to another project.

System should handle:

support tickets

ID

Status (New, open, pending, solved, reopened, closed)

type (question, incident, problem, task)

Priority (low, normal, urgent, critical)

Description

Comments

tags

Created

Created by

Updated

Updated by

Companies:

Company name: Company A,

Domains: [url removed, login to view], [url removed, login to view]

support email support()[url removed, login to view], support()[url removed, login to view]

Email texts

Projects

Projects:

Project name

Project assigned to company

supporters assigned

users assigned

User roles:

Admin

Supporter

Client (company)

Emails:

Autoreply (when email is received from users)

- New ticket has been created

- Your ticket is still being investigated

Answers (existing ticket numbers)

Website:

Admin can:

Assign users to projects

Create projects

Add standard email content and upload logo

change email content for specific companies.

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