E-mail management question [closed]

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There is an internal support type department in our company that gets bombarded with emails daily from staff.



The support group is 8 people, each part of the same email workgroup on MS Office.



Basically, a staff member will email this workgroup when a specific file needs to be actioned or maintained. Each person in the workgroup receives the mail, and basically they are answered first come first served, by whomever is available to respond. The person who responds then has to notify the workgroup that they've picked up the request so that it doesn't get worked on by multiple people. Obviously this creates even more email.



I've thought of suggesting a support ticket style system, however with the types of requests they receive, I'm not sure how it would work...



Is there another stratgey within MS outlook that can better organize these workgroup emails? I was hoping there was a way to color code them in a way visible to the group once they are actioned, but I don't think so...



Can anyone recommend a solution or program that could handle daily incoming requests?







share|improve this question












closed as off-topic by Masked Man♦, IDrinkandIKnowThings, scaaahu, yochannah, Roger Jul 8 '15 at 14:41



  • This question does not appear to be about the workplace within the scope defined in the help center.
If this question can be reworded to fit the rules in the help center, please edit the question.








  • 2




    This is more of a question of productivity rather than the workplace. It may be better to pose the question on productivity.stackexchange.com.
    – Jane S♦
    Jun 24 '15 at 1:25










  • Thans, I will try that
    – IndigoJane
    Jun 24 '15 at 2:10






  • 6




    It sounds like you want a ticketing system with an email interface.
    – Monica Cellio♦
    Jun 24 '15 at 2:26










  • If you decide you do want a system, such a question might be on-topic at Software Recommendations Stack Exchange here: softwarerecs.stackexchange.com
    – Marv Mills
    Jun 24 '15 at 9:16






  • 6




    I'm voting to close this question as off-topic because it is asking how to setup a ticket tracking system.
    – Masked Man♦
    Jul 6 '15 at 17:20
















up vote
1
down vote

favorite












There is an internal support type department in our company that gets bombarded with emails daily from staff.



The support group is 8 people, each part of the same email workgroup on MS Office.



Basically, a staff member will email this workgroup when a specific file needs to be actioned or maintained. Each person in the workgroup receives the mail, and basically they are answered first come first served, by whomever is available to respond. The person who responds then has to notify the workgroup that they've picked up the request so that it doesn't get worked on by multiple people. Obviously this creates even more email.



I've thought of suggesting a support ticket style system, however with the types of requests they receive, I'm not sure how it would work...



Is there another stratgey within MS outlook that can better organize these workgroup emails? I was hoping there was a way to color code them in a way visible to the group once they are actioned, but I don't think so...



Can anyone recommend a solution or program that could handle daily incoming requests?







share|improve this question












closed as off-topic by Masked Man♦, IDrinkandIKnowThings, scaaahu, yochannah, Roger Jul 8 '15 at 14:41



  • This question does not appear to be about the workplace within the scope defined in the help center.
If this question can be reworded to fit the rules in the help center, please edit the question.








  • 2




    This is more of a question of productivity rather than the workplace. It may be better to pose the question on productivity.stackexchange.com.
    – Jane S♦
    Jun 24 '15 at 1:25










  • Thans, I will try that
    – IndigoJane
    Jun 24 '15 at 2:10






  • 6




    It sounds like you want a ticketing system with an email interface.
    – Monica Cellio♦
    Jun 24 '15 at 2:26










  • If you decide you do want a system, such a question might be on-topic at Software Recommendations Stack Exchange here: softwarerecs.stackexchange.com
    – Marv Mills
    Jun 24 '15 at 9:16






  • 6




    I'm voting to close this question as off-topic because it is asking how to setup a ticket tracking system.
    – Masked Man♦
    Jul 6 '15 at 17:20












up vote
1
down vote

favorite









up vote
1
down vote

favorite











There is an internal support type department in our company that gets bombarded with emails daily from staff.



The support group is 8 people, each part of the same email workgroup on MS Office.



Basically, a staff member will email this workgroup when a specific file needs to be actioned or maintained. Each person in the workgroup receives the mail, and basically they are answered first come first served, by whomever is available to respond. The person who responds then has to notify the workgroup that they've picked up the request so that it doesn't get worked on by multiple people. Obviously this creates even more email.



I've thought of suggesting a support ticket style system, however with the types of requests they receive, I'm not sure how it would work...



Is there another stratgey within MS outlook that can better organize these workgroup emails? I was hoping there was a way to color code them in a way visible to the group once they are actioned, but I don't think so...



Can anyone recommend a solution or program that could handle daily incoming requests?







share|improve this question












There is an internal support type department in our company that gets bombarded with emails daily from staff.



The support group is 8 people, each part of the same email workgroup on MS Office.



Basically, a staff member will email this workgroup when a specific file needs to be actioned or maintained. Each person in the workgroup receives the mail, and basically they are answered first come first served, by whomever is available to respond. The person who responds then has to notify the workgroup that they've picked up the request so that it doesn't get worked on by multiple people. Obviously this creates even more email.



I've thought of suggesting a support ticket style system, however with the types of requests they receive, I'm not sure how it would work...



Is there another stratgey within MS outlook that can better organize these workgroup emails? I was hoping there was a way to color code them in a way visible to the group once they are actioned, but I don't think so...



Can anyone recommend a solution or program that could handle daily incoming requests?









share|improve this question











share|improve this question




share|improve this question










asked Jun 23 '15 at 23:59









IndigoJane

1178




1178




closed as off-topic by Masked Man♦, IDrinkandIKnowThings, scaaahu, yochannah, Roger Jul 8 '15 at 14:41



  • This question does not appear to be about the workplace within the scope defined in the help center.
If this question can be reworded to fit the rules in the help center, please edit the question.




closed as off-topic by Masked Man♦, IDrinkandIKnowThings, scaaahu, yochannah, Roger Jul 8 '15 at 14:41



  • This question does not appear to be about the workplace within the scope defined in the help center.
If this question can be reworded to fit the rules in the help center, please edit the question.







  • 2




    This is more of a question of productivity rather than the workplace. It may be better to pose the question on productivity.stackexchange.com.
    – Jane S♦
    Jun 24 '15 at 1:25










  • Thans, I will try that
    – IndigoJane
    Jun 24 '15 at 2:10






  • 6




    It sounds like you want a ticketing system with an email interface.
    – Monica Cellio♦
    Jun 24 '15 at 2:26










  • If you decide you do want a system, such a question might be on-topic at Software Recommendations Stack Exchange here: softwarerecs.stackexchange.com
    – Marv Mills
    Jun 24 '15 at 9:16






  • 6




    I'm voting to close this question as off-topic because it is asking how to setup a ticket tracking system.
    – Masked Man♦
    Jul 6 '15 at 17:20












  • 2




    This is more of a question of productivity rather than the workplace. It may be better to pose the question on productivity.stackexchange.com.
    – Jane S♦
    Jun 24 '15 at 1:25










  • Thans, I will try that
    – IndigoJane
    Jun 24 '15 at 2:10






  • 6




    It sounds like you want a ticketing system with an email interface.
    – Monica Cellio♦
    Jun 24 '15 at 2:26










  • If you decide you do want a system, such a question might be on-topic at Software Recommendations Stack Exchange here: softwarerecs.stackexchange.com
    – Marv Mills
    Jun 24 '15 at 9:16






  • 6




    I'm voting to close this question as off-topic because it is asking how to setup a ticket tracking system.
    – Masked Man♦
    Jul 6 '15 at 17:20







2




2




This is more of a question of productivity rather than the workplace. It may be better to pose the question on productivity.stackexchange.com.
– Jane S♦
Jun 24 '15 at 1:25




This is more of a question of productivity rather than the workplace. It may be better to pose the question on productivity.stackexchange.com.
– Jane S♦
Jun 24 '15 at 1:25












Thans, I will try that
– IndigoJane
Jun 24 '15 at 2:10




Thans, I will try that
– IndigoJane
Jun 24 '15 at 2:10




6




6




It sounds like you want a ticketing system with an email interface.
– Monica Cellio♦
Jun 24 '15 at 2:26




It sounds like you want a ticketing system with an email interface.
– Monica Cellio♦
Jun 24 '15 at 2:26












If you decide you do want a system, such a question might be on-topic at Software Recommendations Stack Exchange here: softwarerecs.stackexchange.com
– Marv Mills
Jun 24 '15 at 9:16




If you decide you do want a system, such a question might be on-topic at Software Recommendations Stack Exchange here: softwarerecs.stackexchange.com
– Marv Mills
Jun 24 '15 at 9:16




6




6




I'm voting to close this question as off-topic because it is asking how to setup a ticket tracking system.
– Masked Man♦
Jul 6 '15 at 17:20




I'm voting to close this question as off-topic because it is asking how to setup a ticket tracking system.
– Masked Man♦
Jul 6 '15 at 17:20










2 Answers
2






active

oldest

votes

















up vote
0
down vote













Use Jira:
You can use https://www.atlassian.com/software/jira - set up the workflows to indicate what status the job is in. Assign it to the next person, or it can auto assign. It is normally used for software development teams. We are implementing it to manage logistics at our company. When something is assigned, nobody would pick it up by mistake. It has tons of email configuration options to auto send emails on certain triggers. For small companies it is cheap. Id recommend getting a pro to install/configure it. If you host it yourself, it will cost your company 10 dollars for the software. All you are looking for is workflow management system.






share|improve this answer




















  • Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
    – Burhan Khalid
    Jul 6 '15 at 20:21

















up vote
0
down vote













There are a lot of approaches that will work. The simplest, given that you are using Outlook (and presumably Exchange behind it), is to redirect the Support emails to a Public Folder.



However, this requires a fair amount of internal discipline in handling received, in progress, and completed tasks. Having said that there are 8 of you, and presumably working different shifts, I think that's a little unrealistic. You're really just big enough to use a ticketing system. Jira is great, as crh225 said. There are dozens out there. I like FreshDesk for my team, but that's because it has an integrated phone system, too. This isn't the place to hash out all the merits and foibles of the different platforms out there. Find two or three that you think would fit your group well, and take it to your manager. Almost all of them will let you redirect emails into it to create tickets from your users' messages automatically.






share|improve this answer





























    2 Answers
    2






    active

    oldest

    votes








    2 Answers
    2






    active

    oldest

    votes









    active

    oldest

    votes






    active

    oldest

    votes








    up vote
    0
    down vote













    Use Jira:
    You can use https://www.atlassian.com/software/jira - set up the workflows to indicate what status the job is in. Assign it to the next person, or it can auto assign. It is normally used for software development teams. We are implementing it to manage logistics at our company. When something is assigned, nobody would pick it up by mistake. It has tons of email configuration options to auto send emails on certain triggers. For small companies it is cheap. Id recommend getting a pro to install/configure it. If you host it yourself, it will cost your company 10 dollars for the software. All you are looking for is workflow management system.






    share|improve this answer




















    • Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
      – Burhan Khalid
      Jul 6 '15 at 20:21














    up vote
    0
    down vote













    Use Jira:
    You can use https://www.atlassian.com/software/jira - set up the workflows to indicate what status the job is in. Assign it to the next person, or it can auto assign. It is normally used for software development teams. We are implementing it to manage logistics at our company. When something is assigned, nobody would pick it up by mistake. It has tons of email configuration options to auto send emails on certain triggers. For small companies it is cheap. Id recommend getting a pro to install/configure it. If you host it yourself, it will cost your company 10 dollars for the software. All you are looking for is workflow management system.






    share|improve this answer




















    • Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
      – Burhan Khalid
      Jul 6 '15 at 20:21












    up vote
    0
    down vote










    up vote
    0
    down vote









    Use Jira:
    You can use https://www.atlassian.com/software/jira - set up the workflows to indicate what status the job is in. Assign it to the next person, or it can auto assign. It is normally used for software development teams. We are implementing it to manage logistics at our company. When something is assigned, nobody would pick it up by mistake. It has tons of email configuration options to auto send emails on certain triggers. For small companies it is cheap. Id recommend getting a pro to install/configure it. If you host it yourself, it will cost your company 10 dollars for the software. All you are looking for is workflow management system.






    share|improve this answer












    Use Jira:
    You can use https://www.atlassian.com/software/jira - set up the workflows to indicate what status the job is in. Assign it to the next person, or it can auto assign. It is normally used for software development teams. We are implementing it to manage logistics at our company. When something is assigned, nobody would pick it up by mistake. It has tons of email configuration options to auto send emails on certain triggers. For small companies it is cheap. Id recommend getting a pro to install/configure it. If you host it yourself, it will cost your company 10 dollars for the software. All you are looking for is workflow management system.







    share|improve this answer












    share|improve this answer



    share|improve this answer










    answered Jul 6 '15 at 15:13









    crh225

    90751635




    90751635











    • Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
      – Burhan Khalid
      Jul 6 '15 at 20:21
















    • Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
      – Burhan Khalid
      Jul 6 '15 at 20:21















    Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
    – Burhan Khalid
    Jul 6 '15 at 20:21




    Jira (a stellar system) is strongly geared towards developers. A better suggestion would have been Service Desk - a plugin for jira.
    – Burhan Khalid
    Jul 6 '15 at 20:21












    up vote
    0
    down vote













    There are a lot of approaches that will work. The simplest, given that you are using Outlook (and presumably Exchange behind it), is to redirect the Support emails to a Public Folder.



    However, this requires a fair amount of internal discipline in handling received, in progress, and completed tasks. Having said that there are 8 of you, and presumably working different shifts, I think that's a little unrealistic. You're really just big enough to use a ticketing system. Jira is great, as crh225 said. There are dozens out there. I like FreshDesk for my team, but that's because it has an integrated phone system, too. This isn't the place to hash out all the merits and foibles of the different platforms out there. Find two or three that you think would fit your group well, and take it to your manager. Almost all of them will let you redirect emails into it to create tickets from your users' messages automatically.






    share|improve this answer


























      up vote
      0
      down vote













      There are a lot of approaches that will work. The simplest, given that you are using Outlook (and presumably Exchange behind it), is to redirect the Support emails to a Public Folder.



      However, this requires a fair amount of internal discipline in handling received, in progress, and completed tasks. Having said that there are 8 of you, and presumably working different shifts, I think that's a little unrealistic. You're really just big enough to use a ticketing system. Jira is great, as crh225 said. There are dozens out there. I like FreshDesk for my team, but that's because it has an integrated phone system, too. This isn't the place to hash out all the merits and foibles of the different platforms out there. Find two or three that you think would fit your group well, and take it to your manager. Almost all of them will let you redirect emails into it to create tickets from your users' messages automatically.






      share|improve this answer
























        up vote
        0
        down vote










        up vote
        0
        down vote









        There are a lot of approaches that will work. The simplest, given that you are using Outlook (and presumably Exchange behind it), is to redirect the Support emails to a Public Folder.



        However, this requires a fair amount of internal discipline in handling received, in progress, and completed tasks. Having said that there are 8 of you, and presumably working different shifts, I think that's a little unrealistic. You're really just big enough to use a ticketing system. Jira is great, as crh225 said. There are dozens out there. I like FreshDesk for my team, but that's because it has an integrated phone system, too. This isn't the place to hash out all the merits and foibles of the different platforms out there. Find two or three that you think would fit your group well, and take it to your manager. Almost all of them will let you redirect emails into it to create tickets from your users' messages automatically.






        share|improve this answer














        There are a lot of approaches that will work. The simplest, given that you are using Outlook (and presumably Exchange behind it), is to redirect the Support emails to a Public Folder.



        However, this requires a fair amount of internal discipline in handling received, in progress, and completed tasks. Having said that there are 8 of you, and presumably working different shifts, I think that's a little unrealistic. You're really just big enough to use a ticketing system. Jira is great, as crh225 said. There are dozens out there. I like FreshDesk for my team, but that's because it has an integrated phone system, too. This isn't the place to hash out all the merits and foibles of the different platforms out there. Find two or three that you think would fit your group well, and take it to your manager. Almost all of them will let you redirect emails into it to create tickets from your users' messages automatically.







        share|improve this answer














        share|improve this answer



        share|improve this answer








        edited Apr 13 '17 at 12:48









        Community♦

        1




        1










        answered Jul 6 '15 at 16:31









        Wesley Long

        44.7k15100159




        44.7k15100159












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