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From Joachim Dreimann <joachim.dreim...@wandisco.com>
Subject Re: Add and respond to tickets via email
Date Mon, 11 Nov 2013 09:10:15 GMT


> On 11 Nov 2013, at 08:33, Ryan Ollos <ryan.ollos@wandisco.com> wrote:
> 
>> On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <brylie@nten.org> wrote:
>> 
>> Hi all,
>> We are setting up a Helpdesk/documentation management solution. In order to
>> encourage staff acceptance, this tool should require very little of staff.
>> We
>> would like for staff to be able to file a helpdesk ticket by sending an
>> email,
>> and have the helpdesk personnel use the helpdesk tool to organize and
>> respond
>> to tickets. Staff are already familiar with, and frequently using, their
>> email
>> tools, so this is a natural connection.
>> 
>> How can we use Bloodhound to support operations and helpdesk staff to
>> communicate efficiently, using familiar tools such as IMAP, GMail, iMail,
>> Thunderbird, Outlook, etc?
>> --
>> Brylie Oxley
>> Data and Systems Coordinator
>> Nonprofit Technology Network
>> http://nten.org
>> 
>> It's that time again! Register now <http://www.nten.org/ntc> for the 2014
>> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save $300
>> on your #14NTC registration by joining or renewing your NTEN
>> membership<http://www.nten.org/join>.
>> 
>> 1020 SW Taylor, #800
>> Portland, OR 97205
>> 
>> Phone: 1-415-397-9000
>> Fax: 1-415-814-4056
>> 
>> NTEN is a 501(c)3 tax exempt organization.
> 
> 
> Email2Trac (1) seems to be a popular plugin for Trac that allows converting
> emails to Trac tickets. The plugin hasn't been tested with Bloodhound as
> far as I know, and I'm not sure if it will work with the Multiproduct
> extension in Bloodhound, but I think it would be worth giving it a try. If
> you have any issue, we can help you work through them.
> 
> (1) http://trac-hacks.org/wiki/EmailtoTracScript

We have used it successfully with Bloodhound in our company for a similar system. That was
in then days before MultiProduct though, so it would be great to hear back from you if you
try it Brylie.

- Joe
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