Also, this website covers some free *nix ticketing systems. The first one, called RT, says, "RT is well integrated with email functionality, supporting auto-responses, attachments, and complete customization and rules. Many end-users actually might only interface with RT via email. Emails can be logged as correspondence for tickets"
I've never used any of them, but it's probably worth a shot to check out. http://www.linuxplanet.com/linuxplanet/reports/7125/1 On Wed, Nov 5, 2014 at 1:44 PM, Damien Solodow <damien.solo...@harrison.edu> wrote: > Agreed on getting a real ticketing system. J > > SolarWinds has a pretty nifty one that speaks well with Exchange and it's > available as a VM appliance so you can minimize maintenance. It's pretty > inexpensive as well. > > > > DAMIEN SOLODOW > > Systems Engineer > > 317.447.6033 (office) > > 317.447.6014 (fax) > > HARRISON COLLEGE > > > > *From:* listsad...@lists.myitforum.com [mailto: > listsad...@lists.myitforum.com] *On Behalf Of *ccollins9 > *Sent:* Wednesday, November 5, 2014 1:39 PM > *To:* exchange > *Subject:* Re: [Exchange] Autoresponder for Customer Service > > > > The best thing you could do, if able, would be to get a ticketing system > that "checks" the inbox of a designated account and generate tickets based > on email sitting in there, then it will auto-reply to those messages > explaining a ticket was created and generate an ID for the user. > Footprints and Track-It are products i've used to do this. Maybe since the > "important" folks want you all do make these improvements they would be > willing to pony up some dough so you all can take the customer service to > the next level. > > > > But short of that, > > > > > > Here's what I would do: > > > > 1. Delete the Distribution List--so you can reuse the SMTP address that it > has > > > > 2. Create a new user mailbox using the same SMTP address of the deleted DL > > > > 3. There is no need to "have it logged in somewhere forever". You can > simply go into https://OWAAddress/ECP, manage another user, then setup an > out of office auto-reply with no ending date. This is done from the server > side and "outside" of Outlook, so there is no need to have Outlook running, > ever. The only down side to this would be that the user would only get the > out of office reply once. Exchange knows when a sender has > already received and out of office message from a recipient--this is to > prevent the bounce loop. > > > > 4. Then I would decide exactly how I want email flow to work. For > example, If I want any messages sent to this new address to also get sent > to all my technicians I would do this: > > > > Create a new DL containing all the technicians. Go into the EMC and > bring up the account properties of the new mailbox created in step 2, under > "Delivery Options" enable forwarding, then check the option to "deliver > message to both forwarding address and mailbox". Checking this will ensure > that the message is both forwarded to your technician's DL address AND the > out of office reply is generated and sent. > > > > > > > > On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff <kurt.b...@gmail.com> wrote: > > All, > > We currently have a DL for customer service/technical support, and > some (important) folks would like to set up an autoresponder for the > address. > > We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. > > I've pointed out that you can't put up an autoresponder on a DL, and > that there are basically three options (AFAICT - please correct me if > I'm wrong!): > > o- Move the SMTP address to a mailbox with a rule and have it logged > in somewhere forever > > o- Move the SMTP address to a PF and set an autoresponder on it > > o- Use a third-party product. > > I've pointed out the risk of a bounce war, and they don't seem to care... > > Also, AFAICS, a transport rule will only generate a bounce message > that looks weird and has only limited characters. > > Can you folks recommend a (fairly cheap) third party autoresponder for > this kind of thing? > > Thanks, > > Kurt > > >
