Quoting "Dan North" <d...@dannorth.net>:
Does this seem like a sensible use of Trac or should I be considering something else entirely to manage helpdesk ticket lifecycle?
In my company we have one instance of Trac as the help desk system. Pros: - we use other Trac instances for development, no need for yet another system for help desk - integration of tickets and wiki is very useful, e.g. typical customer problems and solutions can be described in wiki pages - email2trac creates tickets automatically and appends to tickets - Trac has with its many plugins many features you might need, while most other systems cannot be enhanced easily Cons: - reply to customers not integrated in Trac, you still have to use MUA (notification is not an option, as internal changes should not be sent to the customer) - if customers reply doesn't contain existing ticket number, a new ticket is erronously created, but there is no easy way to merge tickets (see #3006) - spam protection does not always work perfectly - no integration into customer data base, e.g. contact data like telephone, nor integration with any CTI or VoIP tool HTH -- You received this message because you are subscribed to the Google Groups "Trac Users" group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
