[rt-users] RT with phone suppor?

[Jim Archer]

Hi All...

I'm looking for a trouble tracking system that will allow problem reportsd 
and help requests to come in either by email, by a user completing a web 
form, or by phone. I expect most of my support staff will be taking phone 
calls.

I have been looking at the RT web site and have read the docs. I have not 
installed it, because my database infrastructure is PostgreSQL, not mSQL.

I was wondering how well RT works in an environment where most of the 
support requests come to the support staff by phone.

Also, can I create different status entries, like "escelated to level 2 
support" if I need to? I expect my first line staff will, at least for a 
while, be escelating many items to the technical staff and I would like to 
be able to follow a request through that escelation to closure.

Thanks!!

Jim