On Fri, 2007-05-25 at 11:31 +0930, Tom Lanyon wrote: > RT is currently *not* a customer database, it is a ticketing system. > > We are getting pressured to move to systems like NetSuite or > SugarCRM > because they have built in ticketing systems providing similar > functionality to RT and also manage all of the customer information > and relations.
I convinced management to try my skunkworks RT installation because SugarCRM was absolutely unusable for trouble ticket tracking. (It takes me 20 seconds to open a ticket in RT; it took me over three minutes in SugarCRM running on quite nice hardware.) We've since moved back to SalesForce for sales engagements and we're using RT for customer-facing support and we're on the whole happier, although there are complaints about stuff missing from RT (the present topic -- associating several 'users' with a single 'customer' -- and emailable reporting are the two biggies.) -- /Ole Craig Security Engineer Team lead, customer support [EMAIL PROTECTED] 303-381-3824 direct 303-381-3802 support 303-381-3880 fax www.stillsecure.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
