Our company hosts multiple sites, and as such have multiple support emails (ex: firstname.lastname@example.org, email@example.com). We're struggling to find a good web service that will help us collect all support requests in a central location and allow us to manage them as a single support team. Below is a short-list of "must-have" capabilities:
- Create & modify tickets from emails.
- Auto-replies. site1.com support requests should receive a "Site 1" auto-reply, and site2.com support requests should receive a different "Site 2" auto-reply.
- Assignable tickets. A single support rep should be able to "own" both Site 1 and Site 2 tickets.
- Ticket Queue. There should be a view of all unanswered requests, regardless of which site they are for. Likewise, there should be a way to view only tickets for a specific site.
These capabilities are pretty much standard for single-site solutions like ZenDesk. However, once you bring multiple sites into the equation, it's proved difficult to find a solution that would meet our needs.