Emails coming to your support email address are piped into the parser.pl script, parsed into several parts and stored in a database. Attachments are stored in a user-defined directory. An additional autoresponder can send out auto-generated replies to the incoming emails, telling the sender for example that their mail has been received or when your office hours are.
Support workers can now connect to the system and read the mail via browser.
When replying on a mail, one can select if this reply should be saved in the Knowledge Base, too. When forwarding a mail, one can select if the original sender should get a notification message about the forward. Additionally, outgoing messages can be GPG-signed. One additional feature is that outgoing messages get a special subject, which indicates who of the support workers replied or composed the mail, so that incoming replies on this mail will be easily identifyable to other support workers. Each Knowledge Base entry can be edited again and again and, of course, trashed.