Do I need a Ticketing system?


We receive a very high volume on, these are general queries, sales related queries, other specific queries and daily business emails. It has always been this way ever since. It was manageable earlier because the volume was low and we didn't plan it properly, now we are stuck and not sure what is the best way to handle it?

Is there way to segregate these emails so that person A attends business emails person B attends only sales queries? Is installing a local mail server like Exchange the solution?

Dear experts, please help.
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Sushil SonawaneCommented:
If you have large volume receive mail then you have to create new e-mail id on hosted solution or install a local mail server like exchange solution.
Nagendra Pratap SinghDesktop Applications SpecialistCommented:
Create dedicated IDs

and a ticketing system may be needed soon. There are lots of cheap/free ticketing systems there. You should be able to track the response progress and your customers would be more satisfied too.

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Have a look at Spiceworks - - you can set up (a) generic email address(es) that Spiceworks will automatically pull into and then give individuals access to the Spiceworks Help Desk.

From there they simply assign the ticket.  The person sending an email into the system will get an automatic reply with a reference number.

And its free!
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practitionerAuthor Commented:
@sushil84, thanks, how Exchange can help us in this regard? I need more details to understand, I'll appreciate a few lines from you on this.

@npsingh123, thanks, I'm waiting for more suggestions.

@VCBooth, thanks, I'll check spiceworks' help desk system as suggested by you.
Implement generic email addresses and a ticketing system. That will provide tools that will let you better track and grow with you. Connectwise offers a solution that is cloud based, but you can also track sales leads and projects in it. You do not want just a simple ticket system, but a system that will help track business as a whole. Other products will work well too, but wanted to provide an example.
But you do not have to set up your own mail server to do these things. Whether or not to host your own mail would depend on the number of users and costs to determine if that is worth your while.
You don't have to with Spiceworks - just need to point the Spiceworks server to a POP account if you wish - have it check every few minutes to see if a new email has come in.

You will also need to setup a SMTP account to send out responses and automatic requests etc.
practitionerAuthor Commented:
Thanks guys,
I'll study all the suggestions today and will get back.
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