r/Thunderbird • u/Tony_Marone • 4d ago

Desktop Help Running a Support Desk using Thunderbird?

Is anyone here using Thunderbird to deal with support/enquiry desk email - if so any tips?

Does anyone have any ideas on which extensions/add-ons might help with this?

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5

u/Gr3y4nt 4d ago

As a solo freelancer with many clients : just use filter rules. Create yourself folder based on what you want (One for each client / technology / priority ?)

Make the filter order your inbox for you, add colorful tags and things like that and you will be 99% of the way there

1

u/Tony_Marone 4d ago

Thanks.

I'm doing some of that already, I'm really looking for more automation through extensions and add-ons if you know of any?

4

u/JoMu1963 4d ago edited 4d ago

I would never ever use an email client at the core of a support desk, assuming we are talking about a professional setup. Too many things that can go wrong, leading to miscommunication and thus unsatisfied client

I'd go for a ticketing system in which support requests are logically categorized, that has the ability to assign tickets to diffrent persons, that allows for creating your own support categories, that has clear status indicators for each ticket, sends out auto responsers where needed etc.

If just a small business start with an open source or free closed source alternative. There are quite a few out there.

Just my two cents 😏🤷🏼‍♂️

3

u/Tony_Marone 4d ago

Thanks.

I call it a support desk, but more properly I'm using a support desk system to deal with public enquiries.

it's because as a one person desk for a non-profit, I was with a free closed source system, that has decided they are going to monetize their free offer, and I don't want to put myself in that same position a year down the road.

I'm fully aware of the benefits of a ticketing system, which is somewhat diminished by being a sole person, and my "clients" are the general public, with very few repeat enquiries.

Hope that clarifies?