We’re getting overwhelmed by support requests from our latest project and are looking for an open source customer support solution, does anyone have any suggestions? The main functionality required is to be able to divert emails sent to a support address to a ticketing system.
We also need the following:
- Allow emails from more than one account to be diverted to the system and converted into tickets which can be assigned to team members according to language.
- Have predefined responses stored in a database which can easily be included as a basis for an email
- Allow specific emails from specific accounts to be automatically assigned to individuals
- Have various levels of importance for support requests
- Should allow the creation of different groups with various role capabilities
If you have any suggestions or experience to share please let me know in the comments.
Update: we’re using eSupport 
Tom 
Hi,
check out http://www.assembla.com/wiki/show/breakoutdocs/Ticket_REST_API
Don’t know if you’ve solved this, but I really like the assembla.com workspaces. Not sure about the email part, but they have a REST API that allows you to create tickets – you could quickly knock up something that turns the email into a REST request…
cheers,
bredo