We've been using SolarWinds WHD for just over a year now. Make sure you know what your requirements are and how many techs you have and whether that number is expected to grow. Quotes for adding tech seats and renewing licensing was pretty high compared to the sale price, our external ticketing system is being rolled into another product now. I personally haven't used it but another member in our team is constantly frustrated by its API and it doesn't seem to be of high priority to SolarWinds to fix or develop as they're not even using it. Again, it all depends on what you want from it.
Freddy -----Original Message----- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Cain, Steven Sent: Thursday, 6 November 2014 5:15 AM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service SolarWinds Web Help Desk, http://www.solarwinds.com/help-desk-software.aspx There's also Spiceworks help desk software. http://www.spiceworks.com/free-help-desk-software/ Steve Cain Sr. System Administrator -----Original Message----- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Kurt Buff Sent: Wednesday, November 05, 2014 1:58 PM To: exchange@lists.myitforum.com Subject: Re: [Exchange] Autoresponder for Customer Service Solar Winds? I'll take a look at that. Kurt On Wed, Nov 5, 2014 at 10:44 AM, 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 > > NOTICE: This email is confidential. If you are not the nominated recipient, please immediately delete this email, destroy all copies and inform the sender. Australian Maritime Systems Ltd (AMS) prohibits the unauthorised copying or distribution of this email. This email does not necessarily express the views of AMS. AMS does not warrant nor guarantee that this email communication is free from errors, virus, interception or interference.
