On 20 December 2010 13:59, Mark Rogers mark@quarella.co.uk wrote:
I've installed RT to be used for managing incoming support emails. Having got it installed and "working" I'm finding it very hard to work out what to do next in terms of actually using it. (Eg I created myself a user, but can't see how to let that user see incoming emails, although I can see them fine logged in as root.)
Are there any good guides to using RT around? Google has let me down so far, and the RT wiki seems a bit to broad to get me started.
Where I need to get to pretty quickly is having a number of users, any of whom can take a ticket and work with it, or allocate it to another user where necessary. I also need to manage the email process (I have one particular client I want to push in this direction, but to do that I need to make sure they don't get most of the automated emails otherwise they'll be swamped as they send us probably 200 emails a week that will become separate tickets once I get this working).
We use Spiceworks at work. http://www.spiceworks.com/ It offers a helpdesk system which does hook into email, we use a generic helpdesk@ mailbox but the system forwards new tickets to our own addresses if we want it to - Spiceworks also offers a "user portal" so the user can log in to that to view their currently open tickets on a web-based system which sounds better for your high-volume client. The system allows allocating tickets to particular people etc. It also allows closing/updating of tickets directly from the automated email system, e.g. I can reply to an email with #close and a message which will close the ticket and push a message back to the user through the helpdesk@ mailbox. In Spiceworks you can also allocate time spent on each ticket and thus money charged in the latest version. It's got a good purchase tracking system also if you need to buy something to complete a particular ticket.
And it's open source!! Maybe it's more what you're looking for - maybe not. Just my 2p.
Thanks, Simon