Help-Desk tool to aggregate conversations about a particular problem?

Question

We're a web company (600 employees) and sell products to SMEs.

Each transaction gets a number (say 1532) and sometimes there are problems with producing this product, caused by different departments.

We're looking into a ticketing solution from which we could

1. "poke" people by mail to do their part to make the production of this product happen
2. receive email answers back from departments

both should update the same ticket so we have all the outgoing and incoming communication at one place.

We've looked into Zendesk (which we already use for another team) which doesn't offer that feature out of the box (would need an email proxy like Lamson put in front of Zendesk).

In the Engineering teams we're using Jira - but that has proven not to be very effective in communication.

I thought about using Gmail because it aggregates mails with the same subject. But this isn't really a ticketing solution and my gut feeling says no to that.

Any other suggestions?

Answer 1

You could have a look at Beetil service managment. Beetil is more than just a help desk as is based on the ITIL frame work. So it covers of things like; incident and problem management, change and release management, knowledge base and more.

If you are not familiar with the ITIL framework you may want to have a look at these frequently asked questions about ITIL. ITIL was originally made for IT but in a nutshel ITIL is all about effective way to manage deadlines, priorities and communication

(Disclosure - I work for Beetil. I hope this answer was useful)