Alphax (Wikipedia email) wrote:
sannse wrote:
I think that something needs to be done to bring the two versions together. It seems clear that people are writing to helpdesk-l, thinking that they are writing to the "site owner's" email address, and asking questions that would be better answered officially. And there are plenty of mails on OTRS that could be better answered by a general help desk.
The only way I can see of bringing them together is on OTRS. Perhaps with two queues, one official mail and one helpdesk.
I don't know, but I do think it's something we should look at.
Unfortunately there will always be people who use the wrong one.
Yes, but with OTRS it is easy to switch email from one queue to another. If there were clear guidelines as to what goes in which queue, then it wouldn't be a problem that some mail initially got in the wrong queue.
Or we could have one big queue - with both addresses leading there (and /many/ more helpers on it!)
--sannse