Software to manage Email/Web form based reference questions

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On Apr 21, 2006, at 3:45 PM, Sadie Honey wrote:

> Hello,
>
>
>
> The UCSF Library is looking for software applications
that can be  
> used to
> manage email/Web form based reference questions.  We
are looking for
> something that will enable us to collect, assign, and
answer  
> questions from
> a central location.  Other features would include the
ability to track
> progress of a question, draw on similar questions that
have been  
> answered
> before, and report on question activity.
>
>
>
> Do any of you have experience using Customer
Relationship  
> Management (CRM),
> Email tracking & Routing, or Web Contact Center
type software to  
> manage
> electronic questions from patrons?  If so, what are you
using and  
> how does
> it work?  Any other advice on your experience using
this type of  
> software
> for inquiry tracking would also be greatly appreciated.
>
>
>
> I will summarize answers to this question for the list.
Thank you.

We use.

Request Tracker and RTFM (no really )

http://www
.bestpractical.com/products.html

I only recently learned about.

http://otrs.org/

Find Demo(s) here:

http://otrs.org/demo/

All these require "some assembly" but the
developers of the software  
are happy to visit you and help you set it up if you do not
have the  
expertise. They can do everything you have asked for above.
They only  
require PERL and any RDBMS compliant database backend and
will scale  
up really well. I can answer specifics about RT but not
OTRS.

There's also the venerable bugzilla. Also some assembly
required but  
to my knowledge you will there are no
"resellers" of bugzilla. I  
stand only to be corrected on that.

http://www.bugzilla.org/

and the shiny new TRAC

http://www.edgewall.com
/trac/

regards,
./fxk

===============
Francis Kayiwa
Library Systems Team
4-180, MC 234
T: +1.312.996.2716
W: http://www.uic.edu/~kayiwa

Key: http://tigge
r.uic.edu/~kayiwa/kayiwa.gpg


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