This is as much a question to find out how everyone else manages, as a query about what features / hacks / patches may exist to solve stuff!
We operate a number of queues such as: Admin Enquiries Orders etc etc etc Tickets will come in to those via various mail addresses, but in terms of daily work-flow, generally anyone will pick up tickets from across the queues to deal with. Ownership will change to that person, ownership can be changed to pass a ticket if required (escalation). What I'm really after is a way to better handle my own queue, which often gets quite full and difficult to navigate with 100+ 'open' tickets -- typically tickets fall into a few different categories: * Just taken, requires initial response to request more information or begin to address customer issue. Important if I take these during the working day they get a reply (to the customer) before 5pm. * Taken, dialogue has happened. Customer is now waiting on me to action something but it isn't a new ticket; these don't require action by 5pm but need movement within 48-72 hours or people don't feel the love. * Waiting on information from customer, no expectation the issue is resolved. Clarification required, etc. * Suspect the issue is fixed, waiting for confirmation of that from the customer. If no response received then I'd usually close these after 48-72 hours which issues an explicit mail stating "We believe its fixed". Fourth 'category' (48-72 hour wait) basically avoids spamming customers with a resolved mail -- logic behind this is customers get frustrated if there's been a misunderstanding and they do *not* think the issue is resolved, plus a high "churn rate" (resolved -> reopened) is bad. I almost get tempted to stall stuff in the fourth category since that gets them out of my 'front page' view but they'll pop back up if/when the customer replies, but then they never actually get resolved! So how do you chaps manage a 'large' personal queue, ensuring the right tickets get your attention at the right times? As a side note -- with regards stalled/resolved tickets in a personal queue where a member of staff is away.. is there an easy way to tell RT someone is away, so any reopened stuff during that duration automatically gets moved into the unowned queue for attention? Cheers! Alex _______________________________________________ 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