What do you guys all use for email management between a small 2 person team (founder co-founder)? I've seen that one person has already mentioned https://www.helpscout.net/
I've been using Assistly/Desk http://www.desk.com , but find that it's actually a bit overpowering, and adds a lot of support meta-junk to each email that just makes it looks like we're trying to be an enormous company, when in fact, we don't get that many emails, but at the same time, we want to handle each email efficiently and promptly.
Best Practical's "RT" (Request Tracker) is one of the typical choices. I find administration to be quite quirky and the browser UI is straight out of the last century but once you figure it out it does pretty much everything, and most normal request management functions (replies, status changes, internal comments, assignment changes, etc.) can be done entirely via email.
1. I don't want to include JS from a third party. I don't even use Google Analytics. It's a potential security issue and it's slow.
2. I'm EU citizen, my business is in Germany and I don't want to store customer information on servers in the United States, because the privacy laws are different.
3. Customers might send me sensitive information that I don't want to have on any other system than the ones I own/rent.
4. I don't want to "leak" business internals to a third party. That's why I don't use Evernote, Basecamp or anything cloud-based where any information about me, my company, my revenue, my metrics or my customers is potentially accessible by a (rogue) employee of that service or where any of that information might leak to the public if the service get's hacked - which seems to be not that unlikely.
Some might argue that business-wise I'm at a disadvantage, because I don't use all these fancy tools for A/B testing, metrics, customer support and whatnot, but then the decision for me is always very easy: Can I self-host this software? No? Okay, don't bother with it.
Users asking for help will send you all kinds of potentially sensitive stuff, even if you don't ask for it. Screenshots, passwords, etc. You may not want that in the hands of a third party.
I've been using Assistly/Desk http://www.desk.com , but find that it's actually a bit overpowering, and adds a lot of support meta-junk to each email that just makes it looks like we're trying to be an enormous company, when in fact, we don't get that many emails, but at the same time, we want to handle each email efficiently and promptly.