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Read more about MIT's ServiceNow Ticketing system here. You may also want to watch the first several minutes of this training video which has a brief overview on ticketing systems.
Email Marketing Tool (Emma)
An email marketing tool, like constant contact, mailchimp, and emma, are designed to send out emails to groups of people and track response rates - who opened them, who clicked links in the email, etc. These emails can be slightly customized, so you can use tokens such as "Dear [First Name], ..." or "we see you're part of [initiative]". This helps to personalize the experience a little better, and understand how effective your email campaigns are. At the CRE, we have a license to Emma - contact CRE IT or CRE Communications if you want to use it.
Note: This tool can be used in conjunction with one of the other methods. So for example, you can set up a shared mailbox as part of your initiative that you use to communicate with individuals on a one-on-one basis, and use that email address as the "send from" address for your Emma marketing emails.
Contact Relationship Management (CRM) System - On the roadmap; not implemented yet
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