43 Folders

Back to Work

Merlin’s weekly podcast with Dan Benjamin. We talk about creativity, independence, and making things you love.

Join us via RSS, iTunes, or at 5by5.tv.

”What’s 43 Folders?”
43Folders.com is Merlin Mann’s website about finding the time and attention to do your best creative work.

Vox Pop: Email via web CRM?

Most businesses and an increasing number of people (including me) are looking for friction-free ways for teams to deal with incoming public email accounts. Whether you're managing a home eBay company, fielding FAQs, or reviewing incoming resumes, it seems like there must be some good, lightweight web apps for teams to use and collaborate around.

Ron Richards just pointed me to Cerberus, and I've previously looked at DayLite, MailTank, and Sugar. I like the trouble-ticket approach in some ways, but I also wish it could be prettied up -- ideally including remote form submission from your own domains.

The Question to You:

Have you found a free or inexpensive web-based app that helps your teams manage incoming email and convert them into assigned tasks? Got one that’s great at template-based responses? Anything with the power of a support ticket app that’s a bit prettier from the user’s standpoint?

edit 2007-08-27 09:17:40: Shoulda mentioned: relevant self-links are okay on this one.

Mark S's picture

I'm currently using the Drupal...

I'm currently using the Drupal Case Tracker module, and its great. The flexibility of using tools like CCK and Views with your tickets is invaluable.

The email integration is obviously a big issue, and it comes with a module that can check a pop3 account, but for real time updating via email (like RT), I'm working on a module that will parse the incoming email and submit it as a ticket/comment via the Drupal XMLRPC.

I've always been frustrated with the number of ticketing systems out there that all have one or two key elements missing.




An Oblique Strategy:
Honor thy error as a hidden intention


Subscribe with Google Reader

Subscribe on Netvibes

Add to Technorati Favorites

Subscribe on Pageflakes

Add RSS feed

The Podcast Feed


Merlin used to crank. He’s not cranking any more.

This is an essay about family, priorities, and Shakey’s Pizza, and it’s probably the best thing he’s written. »

Scared Shitless

Merlin’s scared. You’re scared. Everybody is scared.

This is the video of Merlin’s keynote at Webstock 2011. The one where he cried. You should watch it. »