I have used RT extensively, and it works *very* well. However, it can
be a bit limited. I have recently moved my business from RT to
Autotask, which costs money (about $50/tech/month for the lightweight
version, $75/tech/month for "pro"), but which is very well worth
while. It makes it easy to track time and tasks, see how much time is
*really* spent fixing stuff, differentiate between billable and non-
billable, schedule service calls and link all open tickets for that
customer to the call, etc.
Downside is that it relies heavily on active-X, so Explorer on Windows
only. VMWare is your friend here.
Getting email from customers to route directly into Autotask from
Postfix was a pain in the $%#$. They assume Exchange, and have an
expensive tool to grab Exchange mail and automagically create
tickets. I now have a couple of perl scripts that do the same -- the
perl is trivial, reverse-engineering their XML spec for multipart MIME
was the complex part.
It's worth every penny to us in increased efficiency and more accurate
billing. It is also easier to use, so that techs use it more.
YMMV
paul
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