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Help Desk Plugin

Has anyone thought of adding helpdesk functionality to TWiki?

Just an idea for some possible brainstorming at this stage.

It could be interesting to emulate functionality in email-based helpdesk systems. Example requirements could be:

  • Interface that allows clients to submit helpdesk requests via email
    • This could lead to the automatic creation of a TWiki topic, in a Web dependent on the "To" address
    • TWiki/Web interface for creating helpdesk requests also available of course
  • Helpdesk requests should be assigned tickets, which can then be tracked to completion
  • Tickets should be sent in reply by email
  • An email reply to a ticket should cause the relevant topic to be updated
  • Attachment to any email should be attached to the topic

An add-on would be required to read and process helpdesk emails

-- MarkRobins - 20 Sep 2006

This sounds like enhancing the Support tracker application with MailInContrib and some other glue.

-- PeterThoeny - 20 Sep 2006

TopicClassification PluginBrainstorming
TopicSummary Help desk functions, email interface for creating and updating topics


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Topic revision: r2 - 2006-09-20 - PeterThoeny
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