[rt-users] RT as a Call Center App

[Jorge Alves]

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
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