I have ASP programming experience and it is painfully clear how supremely built your applications are. I’ll point out that you have made it VERY easy ... Jeremy
New feature for HelpConnection.NET, released as version 1.8.1, allows admin agents to update an issue via email.
So, even if your agents are in the field, they can send in issue updates via their PDAs, without the bother of accessing your site and filling out forms.
Of course, clients have always been able to submit or update their issues via email, but now the agent can update the solution via email also.
The solution will also send out the ticket response (most recent email or online reply) to the client who submitted it.
But the important thing is that all responses are being tracked, on a per issue, per client, per agent, per category basis...even if the support rep is not at a desk.
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