Case/Correspondence/Customer/Contact Management

Hi and apologies for the confusing title but I’ve been searching for a plugin and used all of those to try and find something that I want. So far nothing strikes me as what I need.

What I want to do is fairly simple and I also only have a small number of people. So, whilst Project Management tools may also be helpful it isn’t really a project.

I have a website that rents holiday properties and we get a lot of emails, messages and the like asking simple questions. However, each one needs a reply and it needs managing and closing. Sometimes, one email account may be receiving an inordinate amount of mails whereas the others are not.

So, what I would like is a contact form that people can use that will store the messages in the databse and also store the customer/sender details. A case number should be assigned.

Ideally, emails could be sent to the “form” as well as text messages, whatsapp, facebook or whatever – but I’ll take email as a starter. So, instead of the emails going to one individual they go to the group email and get loaded into the database.

So, whatever way a message enters the system then the details are stored against the appropriate case number if already existing or a new case is raised.

A mail is sent to all of our staff letting them know that a new case has arrived or, if a response to a current case, then an email only to the case worker and optionally the manager.

A back end screen is available showing all the cases (filters for open/close/all or by case worker or by not active for a period and so on. Cases can be taken over by others if needed (holiday, sickness etc.)

Updates can be added to the cases and mails/messages thus sent to the person who opened the case (customer).

Once all dealt with then case closed but stays on database until trashed.

I currently use Ninja Forms as a contact form and that will mail people when a new contact arrives and it will store the messages but it doesn’t have the customer or case management pieces. If does, apparently, have links to half a dozen or so CRMs of vaious flavours but researching them all is time consuming.

So, if anyone knows something that will answer most of what I list that would be great.

Many thanks in anticipation