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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.

Jeff Standen's picture

Hey there! I'm the...

Hey there! I'm the lead developer on Cerberus Helpdesk. Somebody on our team pointed me to this blog post since we've been getting some clicks. Thanks for the mention!

When considering Cerberus Helpdesk you should definitely be looking at the 4.0 rewrite we've been working on for the past 9 months.

The new concepts are really well explained in our wiki: http://wiki.cerberusdemo.com/index.php/New_Changes

@Carla: I'm sorry to hear you guys had trouble. As far as notifications of new tickets, that's nothing special and shouldn't require a Windows application in the tray. Embrace the power of RSS! There are a million feed readers out there which will give you Growl-like notifications on your Mac.

In Cerberus 4.0 you can export any ticket list to an RSS feed, including your own custom searches (new replies waiting for you). You can even use services like Anothr.com to turn that RSS feed into IM notifications: http://wiki.cerberusdemo.com/index.php/Tips%26Tricks




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