Current Process

  1. email arrives from help@…
  2. responsible person sends a response email notifying that their request has been received and that support will respond
  3. responsible person logs request on wiki? or google spreadsheet? to track the request
  4. support person is assigned to respond to the request and the request is assigned a ticket/tracking number
  5. subsequent emails are logged
  6. user is checked for number of help requests

Future better process

  • Ideally I would like to do all of this inside an application instead of an email client to help automate tracking