We are a local IT support group and we have so far done e-mail (and physical/phone) support only, without any ticketing system. We have two support “channels”, one for desktop/user oriented questions and one for linux/server/account-mgmt related questions (and more).
In the future we would like to move to a single e-mail address for support that ends up in zammad. I’m wondering if this is a scenario that is familiar to someone?
Would it be possible to run things in parallel for a while, or can this only be done with a big bang transition?
We now have shared mailboxes for the questions, so we can all see the questions and distribute the answering (we use colours in thunderbird, green is someone is taking the “ticket”, but we only have a single shade of green, so it’s nog possible to see who has taken it… “Who’s green is that question?” is something that is shouted a lot
I’m thinking we need a new e-mail address for the zammad mail and when we’re ready redirect the mails from the other two to the new support address…
For the transition, could we start by “dragging” mails to the mailbox for zammad? I guess it would be picked up by zammad, since it’s more or less a fancy e-mail client…
Yes, you could configure Zammad to use and monitor the same email account, but only to look into a specific folder for new tickets. If you want an e-mail to get handled by Zammad instead of the old-fashioned way, you could indeed manually drag and drop the e-mail to the Zammad folder for it to pick it up and create a ticket for it.
Just be careful when setting this up, as Zammad wil pick up every e-mail in the account/folder which is marked as “new” and it will create customer accounts and tickets for them, as well as start sending autoreplies etc, which might not be what you want if you’re still figuring things out.
You don’t really need a new e-mail account, and you can easily route tickets to specific supportgroups in Zammad while still sharing the same e-mail address(es).
Thanks for the reply, it helped me understand it a bit better
If we keep using the same addresses and start by dragging mails to the zammad folder/mailbox, we can also drag responses there to track it in the ticket.
We had already turned off all autoreplies, since we don’t want that anyway. Our users are not used to that, they just expect an answer at some point.
