[rt-users] OT ADVOCACY: Kana response vs RT

[Les Mikesell]

On Wed, 2005-07-27 at 15:39, Odhiambo Washington wrote:

> > Our ancient mustang application is being replaced.  I built a demo
> > RT unit that was well received, but tomorrow I'm in a meeting with
> > kana to hear their sales pitch.
> > 
> > Does anybody have any experience with them or some suggestions as
> > to questions I should ask?  
> > 
> > I honestly believe that RT is the best solution due to the unlimited 
> > possibility for customization and the nature of open source.  But 
> > the ultimate decision will rest with customer service, aka
> > the users. :-)
> 
> So why bother, really, if you are not the decision maker?

He probably has to compete with a vendor that will buy lunch for
the decision maker.  The thing to look for is something that RT
already has or that you can easily customize to fit your situation
and ask the vendor how much it will cost for a matching custom
feature.

-- 
  Les Mikesell
   les at futuresource.com