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Monday 04 August 2003 5:01:33 am
I have been looking into this as well. Primarily to provide accurate support with a CRM (customer relationship management) to allow support of a user by knowing what has went on with their account. I want to be able to keep a log of every change in the system that effects the user: 1) Every change a user does with their own data. 2) Changes the admin does to their data. 3) Changes the admin or editors do so we can track down site problems.
4) Shop transactions: (account status information)
Credit card payment taken.
Credit card refused.
Account closed (self).
Account closed (admin).
etc
5) Changes in membership type:
Free user changed to pay-for user.
Pay-for user changing to a free user.
6) Email communications.
Shop emails.
General emails.
user replies to emails
etc The idea is that I can simplify all my support issues because I have a log of all actions and communications/responses over the entire website. This also allows external companies or people to be hired to deal with support because a support person can deal with an issue easily as the entire trail of events is readable so they can start form zero knowledge and still deal with issues that arise. As this is a live issue for myself where would I hook this type of system into the kernel? Also I was thinking of writing a separate sql table to hold the events data. Since all changes will be recorded I wanted to avoid the overhead of using standard EZ objects although ez Objects would be used to parse and read the data. I assumed I would write a module to hold the support functionality. If you are thinking of doing this anyway would there be any timescales or should I go ahead and do this myself?
Thanks
Fats.
-- Stuart
[email protected]
http://www.grandmore.com
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