For a help desk that needs to keep track of its correspondences with clients, either through the phone or email, what would be the best way to keep track of email responses?



For example, let's say that there is a customer, Bob, that has 2 previous tickets (both closed) and one open ticket - so 3 total. For all of these tickets, some of the correspondences might have started through a phone call, others might have begun with an email inquiry to a generic general helpdesk email inbox. There could be potentially multiple phone calls and/or emails involved in resolving an issue ticket.

My goal is to be able to track all of the correspondences for any particular issue/ticket and be able to trace these tickets to the customer involved. In particular, emails seem a bit cumbersome when it comes to tracking. Not only would you require all the relevant variables from a particular correspondence (email to, from, body, subject, time of response, ticket #, etc.), but in this particular scenario, ever user responds to email letters with their own business email rather than a generic inbox. What would be the best way to streamline such an implementation? Any tips?