Okay, let me just cut to the chase.
I decided to use a help desk because emails were not being delivered. So I thought that if a customer could submit a ticket and go directly to the help desk, it would eliminate the problem of emails being delivered.
In order to use the help desk, you have to have the ticket number which you ONLY get through...here it comes...an email.
Is it just me, or does anybody else see the illogic of this system?
Can't we give the customer the ticket number on the main screen after he submits it? Otherwise, if he's not getting my email from this address anyway, he's not going to get the ticket number to be able to check the status of his problem.
I am really curious as to what a help desk is for since it is obviously not to battle the problems of non email delivery, which is what I wanted this for to begin with.
Any comments to this puzzle are welcome.