Bill wrote:
On Sat, 30 Sep 2006 08:02:28 -0500
matt <[EMAIL PROTECTED]> spake:
I've been looking at RT to replace the current call tracking software
that we use where I work. I've combed through past posts to this list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it for
phone support might be a bit awkward. Any suggestions for this type of
environment?
The difference is not as much as you would think... Pretty you are
looking at how easy it is to start a new ticket. After that updates
via email to the customer are easy if you want them.
I would say it would do fine... you could always take an old box and
set it up and let your support team play with it.
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Thank you for the responses. I think I will just set a server up and
start working with it. I'm hoping to be able to get something up running
and ready to drop in place. That way when I slip in that its open source
there will be less to argue about. Unfortunately I still need the
blessing of my boss and he is pretty in love with MS. I've got a few
other things up my sleeve that will help, so I think it will be a pretty
easy sell in the end. I hope anyway.
Thanks again.
Matt
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