CRM Email Management System, Recommendations?

I am in serious need of a CRM system that has a good email manager. In particular, I would like a system that:

• allows me to assign emails to CSR's
• groups emails from customers with previous emails from that customer
• tracks response time and increases the priority of an email if not answered after a certain period
• etc.

Im using osticket, the nice thing about it is:
It has all the features you want
Simple and clean interface
Not a resource hog.

But this is an email/ticket system only, not CRM. Have you ever tried SugarCRM? The interface is so complicated tho

yellow1912:

Im using osticket, the nice thing about it is:
It has all the features you want
Simple and clean interface
Not a resource hog.

But this is an email/ticket system only, not CRM. Have you ever tried SugarCRM? The interface is so complicated tho

I was browsing the forum and for SugarCRM and EVERYONE said that the email portion was complete garbage. Since this is all I am really interested in . . . kind of defeats the purpose.

I'll checkout osticket.

yellow1912:

Im using osticket

I am having a really hard time finding a list of features. Did you find any?

Im using it as of now, the install is very easy, just 1-2 steps so you can easily check it on your local host, anyhow here are the main features im using:

1. Accept emails from users (users will still send emails from the contact form, then the emails are forwarded to osticket). So it's hidden from users (since i dont really want to use the ticket system on my site, which is not tech related)

2. Automatically assign a unique/random id to ticket

3. Support rep can pick up the ticket, work with it, track it, follow up etc

4. You can track response time as well

5. Pre-written email messages so you can use in general cases.

6. Auto response

I am interested in hearing what others are using. A lot of these ticket based systems seem to be geared more to tech service style business. We sell jewelry and are a retailer only.

How do others manage emails among multiple CSR's?

I have been searching on google for the last week, but its been a difficult thing to find answers to. Maybe I am not looking for the right thing.

A chat service provider, LivePerson, offers a great email management system with their CRM service, but it is overpriced (at $150 / month per chat operator). I believe I can find something better for a little less.

Which features you looking for?