Need an email support tool to manage help@crates.io #92
Description
The problems I'm hoping to solve are:
- We lose track of some emails and never respond to them because there isn't visibility into what emails we've gotten and whether we've responded to or not
- We also lose track of emails because no one is "assigned"
- In some cases we've responded too much, or with conflicting information, because it seems like a quick response that someone can just handle but then it turns out we have some discussion to do that we should have taken before responding
What I'm imagining is:
- Email to help@crates.io comes in and gets added to some sort of tracking system automatically (if it's garbage someone can just delete it)
- Someone gets assigned automatically and they can handle it or pass it along
- We can discuss privately, but in context of the email, if discussion is needed
- In triage meetings, we check in on anything stuck in this system
- Ideally, free or sponsored
- Ideally, has github login that can interface with the teams for permissions
Things to investigate that I know about so far, but haven't yet examined to see if they meet our needs:
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Freshdesk and they have a marketplace of plugins- I can't find anything that definitely says it syncs with GitHub teams -
Raiseaticket- I don't see anything about GitHub -
Gitlab service desk- Doesn't allow private discussion on the issue that's created that isn't sent to the reporter -
ServiceNow- does wayyyy more than what we need -
Snappyonly seems to support email -> GH issue, $15/user/mo -
ZincCollective Support / We got your back- unfortunately, just looks like a contact form that goes to an email address for now -
RequestTracker - it's enterprise grade and looks it. free to self host.
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https://en.m.wikipedia.org/wiki/Comparison_of_help_desk_issue_tracking_software
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Helpmonks - open source projects get Helpmonks for free!