Project description
Right now everything we receive lands in one shared mailbox. Three people open it, two of them answer, and nobody knows which letter has already been picked up. A request can sit untouched for four days simply because everyone assumed a colleague had taken it, and we find out only when the client writes again in a very different tone. I want to stop guessing and put a proper desk between our clients and our departments.
The logic is straightforward: one intake point, automatic distribution, and a queue where nothing is invisible. A request arrives either from a form on the site or as a letter to our address, gets a number immediately, and goes to the department it belongs to by topic and by the region it came from. After that it lives as a thread: staff reply inside the request, the client's answer sticks to the same thread, attachments stay next to it, and the reaction timer runs where everyone can see it. A department head needs a report that shows real load, overdue items and actual answer speed, not the speed we all believe in.
Several conditions are non-negotiable for me. Correspondence with clients contains personal data, so access is granted by roles, every export is written to a log, and development work is done on depersonalised data only. Attachments are checked by type and size, and executable files are not accepted. Notifications must not carry the content of a request in the body of the letter — only the number and a link.
What I expect to get:
— intake from the web form and from mail into a single queue, with a number assigned on arrival;
— automatic routing by topic and region, plus manual reassignment when the rule guesses wrong;
— priorities, reaction and resolution deadlines, and a visible timer on every request;
— correspondence inside the request, with attachments and internal notes for staff only;
— reminders before a deadline expires and escalation once it does;
— reports on load, deadlines and answer speed, by department and by person;
— access rights per department, and search across the whole correspondence.
The logic is straightforward: one intake point, automatic distribution, and a queue where nothing is invisible. A request arrives either from a form on the site or as a letter to our address, gets a number immediately, and goes to the department it belongs to by topic and by the region it came from. After that it lives as a thread: staff reply inside the request, the client's answer sticks to the same thread, attachments stay next to it, and the reaction timer runs where everyone can see it. A department head needs a report that shows real load, overdue items and actual answer speed, not the speed we all believe in.
Several conditions are non-negotiable for me. Correspondence with clients contains personal data, so access is granted by roles, every export is written to a log, and development work is done on depersonalised data only. Attachments are checked by type and size, and executable files are not accepted. Notifications must not carry the content of a request in the body of the letter — only the number and a link.
What I expect to get:
— intake from the web form and from mail into a single queue, with a number assigned on arrival;
— automatic routing by topic and region, plus manual reassignment when the rule guesses wrong;
— priorities, reaction and resolution deadlines, and a visible timer on every request;
— correspondence inside the request, with attachments and internal notes for staff only;
— reminders before a deadline expires and escalation once it does;
— reports on load, deadlines and answer speed, by department and by person;
— access rights per department, and search across the whole correspondence.
Web programming Cash, Bank transfer
