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Service Issue Tracking in Sharepoint

  Asked By: Benjamin    Date: Mar 15    Category: Sharepoint    Views: 1260

We recently launched a Sharepoint Services Site as a way to collect
product and service information in wiki's and lists for our support
team. So far everything is working great. I am not crazy about the built
in editing interface for the wiki pages but so far things are working
well.

I have been watching this list for a while trying to keep my eyes open
for tools and tricks and am now looking for some recommendations. I am
looking for a way, either in Sharepoint, or through a third party
product to allow emails that come into a specific support address to be
assigned a ticket number. Then a specific technician can take ownership
of the issue, support the customer, and mark it open or closed, etc..
But all replies are also displayed in kind of a discussion board format
internally. So that the entire support team can see and add to the
conversation. Then once the issue is closed it moves to kind of an
archive, or at least out of the way of current discussions. I have
played a little with mail enabling a discussion board in Sharepoint but
since the customer is external when they send a follow up e-mail it
displays as a new thread instead of as a comment. Also I can't find a
way to "ticket" the emails coming in, or open and close the
conversations as "issues"

So I am wondering if it is possible to do this in Sharepoint with some
programming modifications, or specific workflows. Or if someone has some
suggestions for a third party product that interfaces nicely with
Sharepoint that can offer this functionality.

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