Hi all,
I work at a small cable operator, about 20000 TV and 4000 internet customers.
As the support team is growing, the need for a trouble ticket system is rising.
>From what I have seen in the ML archives, the customer info may be implemented
>in 2 ways :
1. As a RT user and as requestor of the ticket
2. As Custom Fields of the ticket
For now, I would go for 1 as this is how it works when submitting tickets by
mail.
As support team member, when a customer calls, I want to be able to quickly
open a ticket from the RT web interface. There should be a search page to fill
in the requestor field, being able to search by name, street address, customer
number,...
Is it possible to extend RT that much ? How hard ?
How do you use RT for the support of thousands of end users ?
Regards,
Stéphane
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