Hallo,
I’ m looking for a database, to be used by a Customer Services helpdesk. The database should manage, document (log) and resolve incoming calls and E-mails. It should also have the ability to send E-mails. Automatic assignment of a ticketnbr, after having taken ownership by someone, is a must. This ticketnbr is the keyreference throughout the database.
Additional reporting: open tickets, average duration …etc are required.
Is there a specific template in Notes that could already help me starting with the basic features of the database?
Any other help/advice is, of course, also appreciated.
Thanks
Subject: Maildatabase template
Have you looked at this>
OpenNTF.org - Project snapshot: !!HELP!!
Its free and open source
http://www.stevecastledine.com
Subject: Maildatabase template
here is a database that you may have to pay for. http://waresource.com/kurchak/ka1.nsf/DownloadsByDownloadCode/SHD21?open
I am not aware of any templates in Domino already. I have developed my own database that does most of what you are asking. But you might want to download this database and see if it works for you. You can not edit it unless you contact the person who controls the company and gain access. That is a downside to it. Good luck!