On Thursday, March 27, 2003 12:00 PM [-0700], R. Peter Ejtel <[EMAIL PROTECTED]> wrote:
> We have changed the support email as the last address was getting way > too many end-user emails so we could segregate them, but even since > then the end-user requests do keep piling up on the new address as > well since this is slowly becoming public knowledge too. How about a unique address for each reseller, based on support-<somehash>@opensrs where <somehash> would simply hash the RSP's name, and some random value to come up with a unique email. When an inbound message is received, you check <somehash> to see if it's a valid active RSP account, and if so, route the mail to the priority queue. If anybody gives it out, then you change their priority so that their mail is handled in a lower priority queue (along with support@ and invalid hash keys), that way you don't reduce service levels to responsible RSPs, but you never risk losing a support message (based on an invalid hash) You could also add a form in the RWI (Although please, dear god, don't make this the only option) that would automatically email the correct address to help people confused by the concept, and also possibly have a "generate new support email" feature to help a company in cases where somebody accidentally gives out the support address -- I've seen this before, where the RSP will CC a response from OpenSRS support to a customer rather then copy/pasting. There are lots of options that give you the ability to handle any 'ol inquiry that comes in without reducing the overall level of support for RSPs that do play by the rules, and do provide proper support. -- If a train station is for trains to stop at, then I think I'm making good use of my work station.
