[rt-users] RT, or OTRS, or commercial?

[David Hinz]

Greetings - I'm looking into options for a ticketing system for our 
helpdesk, and would very much appreciate any input.

Our call center gets around 3500 calls per week (increasing around 10% per 
month).  Today, we're using a very thrown-together system that made sense 
when we had 100 calls a day, but doesn't any more.  I'm looking into which 
tool to implement, and hope to have something in place by July or August.

Can anyone share with me their reasons for selecting RT, as opposed to say 
OTRS, or Remedy, or any of the dozens of commercial options?  The managers 
here are open to open-source (for the right reasons even, not just the 
cost reason), which makes my life much easier when it comes to this sort 
of a project. 

The biggies we're looking for aside from the normal email 
handling/escalation/reporting stuff would be some way to tie in a 
knowledge-base to the customer, so when they open a ticket, they select 
what their problem is, and are offered a list of possible fixes.  The goal 
there is to help them right away, and to reduce call volume. 

I'm very interested to hear your thoughts on how and why RT is the right 
solution, if what I've described above makes sense for RT.
I'd also like suggestions on how to scale my hardware for a, let's say, 
10000 call/week volume.  How "heavy" is this application?  Does it scale 
well to that volume?

Thanks,
Dave Hinz
Unix Systems Architect
eMagic.com, LLC
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