I’m on a team at work that needs to keep track of customer questions and the answers. Currently customers submit the questions by email to a specific corporate mailbox that forwards copies to everyone on our team, and of course stores the messages in that mailbox’s inbox. When we reply to answer the question, we copy the mailbox. So the information is currently being archived there, at least.
The problem is that searching Outlook really sucks. I think we need a better tool to store, keep track of (sometimes we need to research before we can answer), and search the questions and answers. We have Sharepoint, but it would be a large chore for someone to copy all that stuff up to Sharepoint and maintain it there. We’re also not impressed with Sharepoint’s search capability. But it’s an option if there’s nothing better.
We also have JIRA, primarily used by our IT department but we could probably ask for access and set up our team as a “project” in it. I’m familiar with JIRA but not sure if it’s easier for this kind of thing than Sharepoint.
Something else? I’ve also used Confluence, a knowledge base product made by the same company as JIRA. We don’t have it but might be able to ask for it, if the price isn’t too high. I doubt they’d buy it just for my team, though.
Any other ideas? We want to keep the email interface with customers instead of using an online forum type of interface. So it would just be a place to keep this stuff in an organized manner that’s easily searchable.