[rt-users] RT as a Call Center App

[Ron Tyro]

Thank you to all who replied,

I'll definitely let you know how things turn out.

Ron

Jorge Alves wrote:
> 
> Hi,
> 
> We currently use RT as the core application in a government project
> regarding Imigration. (Several Cabinets share information using RT)
> 
> It scaled up pretty good.
> 
> We have currently 180G in Mysql Db, RedHat and Apache2+modperl1.99
> Hardware is a single Xeon with 2GB RAM
> 
> Currently we have 80 concurrent users (more reads & updates than creates)
> but it's working smooth. (Each ticket with around 20 customfields)
> 
> Hope this helps.
> 
> Best regards,
> Jorge
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Lee W
> > Sent: terça-feira, 1 de Março de 2005 18:17
> > To: Request Tracker
> > Subject: Re: [rt-users] RT as a Call Center App
> >
> >
> > Ron Tyro wrote:
> >
> > >Hi,
> > >
> > >RT 3.4
> > >Solaris
> > >MySQL
> > >
> > >I have a general question:  is anybody using the RT software as a call
> > >center application?  That is tickets are created by call center staff
> > >who take questions/problems via the phone or at a walk-in desk.  If you
> > >are, is RT working well?  Was allot of customization required?  Within
> > >the RT code?  Did you have to create extra code to handle your
> > >workflow?  Any comments would be appreciated.
> > >
> > >Thanks,
> > >Ron
> > >
> > >
> > Hi Ron,
> >
> > I'm currently trialing RT for a similar propsal to put to my Manager.
> >
> > RT does initially seem geared up more for email responses which in our
> > case is great as it means there is already a method of keeping users
> > informed of what is going on with their ticket after they initially call
> > us up. At the moment with a using TouchPaper which requires us to
> > manually send Call Log & Closure emails. I'm sure that it would do it
> > automatically but would probably have to send another £1000.00 to do
> > just 0.1% of what RT does.
> >
> > So far the only real changes I have seen necessary to make is to
> > customise the primary ticket display to show the users Name, Company and
> > Work Phone number rather than there email address.  After this I've
> > starting implementing custom fields for SLA & Catagorisation.
> >
> > After a week of playing with it, I feel that RT gives a great base for
> > any kind of customer request tracking (I guess hence the name) and it
> > provides much area of customisation.
> >
> > I would be interested to know how you get on with this.
> >
> > Seeing as I mentioned it, has anyone else migrated from TouchPaper /
> > Royal Blue to RT and can offer some insights.  As a Helpdesk Analyst
> > I've only seen the front end so don't know what else it may be capable
> > of, but I am pretty certain it wouldn't rate highly compared to RT.
> >
> > Regards
> >
> > Lee
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town
> > soon! (Boston, San Francisco, Austin, Sydney) Contact
> > training at bestpractical.com for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto