[rt-users] Using RT in help desk mode

[Simon Cozens]

francisv at dagupan.com:
> I was thinking of using RT for our phone-in customer support. How would a
> typical RT installation be for this kind of scenario?

Great. We use it for this, and it's working fine so far without too
much customization. But then, we can be reasonably strict about getting
a user's University card number and entering that into the system, so
it's easy enough for us to provide an email address for the users. There's
no reason, of course, why RT shouldn't work just fine with just the users'
names instead of email addresses, so long as i) you can uniquely identify the
user, and ii) you don't try setting up scrips which will attempt to send them
email... 

One thing we're considering doing is adding a dummy "Unknown" user and a
checkbox on the "New ticket" page so that if someone rings up with a really
quick query which we still want to log, and we don't get their name or
barcode, helpdesk staff can click "unknown" and it allocates it to the dummy
user. 

Feel free to mail me (or the list, of course) if you have any more questions
about how we run RT or its suitability as a phone-in helpdesk utility.


-- 
So what if I have a fertile brain?  Fertilizer happens.
             -- Larry Wall in <200002121919.LAA27974 at kiev.wall.org>