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SharePoint Integrated Email System? RRS feed

  • Question

  • Anybody know of any third party solutions or have seen any solutions hosted inside SharePoint that offer webmail capabilities to customers? The functionality would be similar to an inbox that you get when you log in to your internet banking account to allow for communication with customer service.

    My client would like to offer this functionality to their eServices customers as a message center to allow for two way interaction with customer service. Please let me know if you have seen any solutions out there similar to this requirement hosted in SharePoint.. any feedback greatly appreciated and welcomed.

     


    Alex Talarico
    Tuesday, December 7, 2010 5:18 PM

Answers

  • Hi Alex,

    I'm not aware of any 3rd party solutions but what about developing a custom list that is used like an issue list/ticket system.  Basically, the customer is provided with the ability to submit items to the 'system (list)', workflows are created to route the ticket based on some criteria (priority, category, etc.) and then build out various dashboards that provide people with what they want to see:

    • Customer Service gets a dashboard(s) that displays all open tickets, overdue tickets, tickets assigned to a particular person
    • The customer gets:

    - Submit form for the list

    - Show my active tickets

    - Show my history

    I've built lots of solutions like this all using in the box functionality in SharePoint (and some SharePoint designer for conditional formatting, etc.)


    Sean Wallbridge, SharePoint MVP Victoria, BC On The Web: http://www.itgroove.net My Blog: http://blog.brainlitter.com
    • Marked as answer by Stanfford Liu Thursday, December 16, 2010 9:25 AM
    Thursday, December 9, 2010 3:10 PM

All replies

  • Hi Alex,

    I'm not aware of any 3rd party solutions but what about developing a custom list that is used like an issue list/ticket system.  Basically, the customer is provided with the ability to submit items to the 'system (list)', workflows are created to route the ticket based on some criteria (priority, category, etc.) and then build out various dashboards that provide people with what they want to see:

    • Customer Service gets a dashboard(s) that displays all open tickets, overdue tickets, tickets assigned to a particular person
    • The customer gets:

    - Submit form for the list

    - Show my active tickets

    - Show my history

    I've built lots of solutions like this all using in the box functionality in SharePoint (and some SharePoint designer for conditional formatting, etc.)


    Sean Wallbridge, SharePoint MVP Victoria, BC On The Web: http://www.itgroove.net My Blog: http://blog.brainlitter.com
    • Marked as answer by Stanfford Liu Thursday, December 16, 2010 9:25 AM
    Thursday, December 9, 2010 3:10 PM
  • We are using AnuraSoftware's email tracking list to let our customers to send emails to our issue tracking list and we keep tracking incoming and outgoing emails using the SharePoint list. http://anurasoftware.com

     

    Monday, December 13, 2010 7:02 PM