Better ticket system

[matiasilva]

Project/idea summary

Create (or repurpose or install) a lightweight ticket system that allows us to reply via email but also asks if the issue has been resolved and for a brief comment on how it was resolved. I imagine a web app that handles email and presents the tickets in a nice way is ideal.

Motivation

Presently, it is difficult to keep track of support requests because the "Reply-To" header is sparsely set. In addition, it is hard to know whether an issue has been resolved and keeping a log of these would be useful. As the support team grows, this will be paramount. We could potentially derive some more useful metrics from these, like response times, most common issues, etc.

Alternatives considered

• Do nothing, and make solving issues very confusing
• Excel spreadsheet, or something of the sort but this is unwieldy and not conducive to automation