Create (or repurpose or install) a lightweight ticket system that allows us to reply via email but also asks if the issue has been resolved and for a brief comment on how it was resolved. I imagine a web app that handles email and presents the tickets in a nice way is ideal.
Motivation
Presently, it is difficult to keep track of support requests because the "Reply-To" header is sparsely set. In addition, it is hard to know whether an issue has been resolved and keeping a log of these would be useful. As the support team grows, this will be paramount. We could potentially derive some more useful metrics from these, like response times, most common issues, etc.
Alternatives considered
Do nothing, and make solving issues very confusing
Excel spreadsheet, or something of the sort but this is unwieldy and not conducive to automation
Project/idea summary
Create (or repurpose or install) a lightweight ticket system that allows us to reply via email but also asks if the issue has been resolved and for a brief comment on how it was resolved. I imagine a web app that handles email and presents the tickets in a nice way is ideal.
Motivation
Presently, it is difficult to keep track of support requests because the "Reply-To" header is sparsely set. In addition, it is hard to know whether an issue has been resolved and keeping a log of these would be useful. As the support team grows, this will be paramount. We could potentially derive some more useful metrics from these, like response times, most common issues, etc.
Alternatives considered