On Sep 13, 2005, at 16:43, Travis Roy wrote:
We currently use Request Tracker, but it has some limitation. One is that when you reply to a customer if you don't do it within the ticketing system it usually generates another ticket.. And when our CTO does most of his stuff via his blackberry now, that's a lot of tickets.
Are your headers coming out correctly? When I get a mail from a customer via RT the replies go back to RT by default. It would take effort to avoid this - and no trouble ticket system can know about what doesn't go through it. Blackberry From: headers are configurable.
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