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Posted by The Natural Philosopher on 12/26/07 09:15
Gilles Ganault wrote:
> Hello
>
> I'd like to find a basic PHP+MySQL contact manager, so that we can
> keep a list of our customers, and a contact history (ie. whenever they
> call us for a problem, it'll be in the file). There may be other nice
> features I should know about, but I don't want any of those enterprise
> softwares like SugarCRM etc. that are just too complicated.
>
> Actually, I'm thinking of a cross between a contact manager and a
> bugtracker, since customers usually call for issues and (more rare)
> suggestions.
>
> Seen anything like this?
>
Sure, but usually written by me.
Its really not hard.
In my case there are four tables
Customers
==========
Full contact details
Employees
=========
The people handling the problems,
Tickets
=======
A support ticket for every issue that is raised, with a status, who
started it, which customer its associated with,which manager is
responisble for it, and which support person its currently assigned to.
Date when opened, date last action taken. Urgency.
Notes
=====
Free form text associated with an interaction between a support person
and a problem, time stamped, and with employees stamp on it too.
Possibly also a BLOB field fotr an upladed file.
E.g.
June Bloggs
1/1/2008
"Tried to replicate problem and found bug. See attached file.
Referred to Muggins for code fix."
Thats the basic SQL database details.
Then a few forms to add a ticket,
review selections of tickets, buy customer, by support person, by
urgency, by age, etc etc.
Plus a ticket updating system to add further notes.
You need a login system for employees and a way to distinguish support
staff from support manaagers as well.
> Thank you.
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