[rt-users] RT 4

[Ole Craig]

On Fri, 2007-05-25 at 11:31 +0930, Tom Lanyon wrote:
> RT is currently *not* a customer database, it is a ticketing system.
> 
> We are getting pressured to move to systems like NetSuite or
> SugarCRM  
> because they have built in ticketing systems providing similar  
> functionality to RT and also manage all of the customer information  
> and relations. 

I convinced management to try my skunkworks RT installation because
SugarCRM was absolutely unusable for trouble ticket tracking. (It takes
me 20 seconds to open a ticket in RT; it took me over three minutes in
SugarCRM running on quite nice hardware.)

We've since moved back to SalesForce for sales engagements and we're
using RT for customer-facing support and we're on the whole happier,
although there are complaints about stuff missing from RT (the present
topic -- associating several 'users' with a single 'customer' -- and
emailable reporting are the two biggies.)

-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com