Problem
Internally within the Orchard, multiple teams are required to contact labels throughout the day or week for many reasons. At the same time, labels are reaching out to the Orchard for clarification, general questions and information, etc. Given this, the instances where a single label may receive emails from different teams or people within the same team is significantly high.
Goal
To provide internal users with a client management solution to coordinate and streamline communications with clients. Secondarily, use of this tool will make transparent the number and types of requests being handled at any given time.
Features
- Ability for users to cc: orchardzen@ to capture full email threads
- Ability for users to filter by: Team (dept), Priority, Date, Status
- Ability for users to search by text, label, client email
- Condensed version (subject, status, priority)
- Expanded (recipient, sender, body)
- Ability to edit (status, priority) via the underline from condensed version
- Basic auth (password)
- Ability for users to set Status and Priority (at thread level)
- Status - New (unassigned), Open (assigned), pending(comm with client), solved (ticket has been resolved)
- Priority - p1, p2, p3
- Supports “threads"
- Ability to tie a thread by subject line
- Anyone can set status and priority
Future Features
- knowledgeZEN is our future knowledgebase system which will allow Orchardites to:
- Convert thread/topics into content to be added to knowledgebase
- Capture common questions & known issues (for quick referral)
- Capture questions not found by clients as an email request which then feeds directly back into the orchardZEN system as a prioritized item to be picked up.
- Manage screenshots
- Search through content
- Jira Integration - Captures incoming bugs or engineering
- Ability for internal users to create and manage notes
- Ability to manage attachments
- Ability to reply to emails
Tech Stack
Python: Flask, SQLAlchemy
AWS: Lambda, AuroraDB, Elastic Beanstalk
Frontend: Bootstrap & Jquery
