Confused about buying decision

[myrebates411]

We own a manufacturers rebate company we get a great deal of email. The difficulty is tracking the chain to be able to identify the user and have an audit trail of the emails to refer back to conversations. One big problem is that the mail can originate from different email accounts. It can also be sent by a wife for her husband, a father for his son etc.; however these emails still need to be linked to the same conversational thread. Our customer service department need to be able to view the entire chain to make proper responses. eSupport seems to be a very comprehensisve program but i cant seem to get my arms around it to undrstand if it will be usefull for our purpose or not. Would i be better off having a custom program written. I am fairly computer savvy but i can't seem to locate a simple explanation of how this products functions in daily everday use. Can anyone help?

I even had my computer staff in India look at it and they are having a difficult time as well. I am really surprises because it seems that a company selling a help program cant seem to provide enough of the right information to enable me to understand it enough to be able to make a purchasing decision. If i am missing something i hope someone can point it out.
thanks,
Bob

[User Name]

Are you seriously saying that neither the online demo nor the free trial tell you what you need to know? You can't honestly expect anybody to know what your unique needs are, can you?

[phalseid]

you might want to check out http://www.zoeprofessional.com/

interstingly, i just noticed that they use supportsuite for their back end, and apparently not their own product?

also check out

http://en.wikipedia.org/wiki/Compari...acking_systems

you might need a custom solution, especially if your business is focused around a problem that others can't seem to solve with a box or license.