#6 Integrated into Mantis Bugtracker

[Anonymous]

Right now, our company uses Microsoft CRM to manage our accounts. There are a couple of nice things about it,

Pros
1) It is integrated into Outlook.
2) It has a knowledge base that you can create with it.

Cons
1) It is very slow.
2) Perhaps it is a learning curve, but it is very clunky to use.

This is what I would like to see.

We setup our customer's in "Help Desk" with the following information.
1) Who they are with contacts.(Obvious)
2) What products do they have of ours.
3) Did they purchase a service contract on that product. If so, when does it begin and when does it end.
4) If they purchased a service contract, have an e-mail be sent out to remind ourselves to contact the customer for a renewal of the contract.

When the customer contacts us:
1) How did they contact us? (Phone, E-Mail, personal visit, ect.)
2) Work with them to solve the problem by going through the help desk knowledge base and document what was tried and what was the results.
3) If the problem can not be solved, create a ticket in Mantis Bug Tracker and link it to the Help Desk record so that it can be sent to a Bug Tacker admin to assign the ticket to a developer.

At this point and time, the developer attempts to fix the problem. If he needs to, there should be a link in the Mantis Bug Tracker issue that can look up the contact in Help Desk. If the developer needs, he can contact the customer to try other things.

Now say the developer fixes the problem by either a change of code or a configuration issue. It should be documented in detail in Mantis Bug tracker. The developer sends the ticket back to the Help Desk user who took the call and then proceeds to contact the customer to apply the fix. When the developer sends the ticket back, the developer creates a new Knowledge base entry that summarizes the symptoms, the work around, and the fix.

This is my suggestion and this is what I'm looking for.

[Nobody/Anonymous]

Our firm is looking for the same thing 2. This would be a great for all mantis users. I presume that all mantis users develop software...