[rt-users] RT for CRM?

Dave Kettmann dkettmann at netlogic.net
Wed Oct 5 13:30:08 EDT 2005

> -----Original Message-----
> From: Jonathan Kelly [mailto:j.kelly at julien.ca]
> Sent: Wednesday, October 05, 2005 11:35 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT for CRM?
> Hello,
> In one of the chapters of the fine RT Essentials book*, 
> there's mention
> of RT in a CRM-type context. We're currently using RT for customer
> support and I hear rumblings of a CRM project in the next few months.
> This got me wondering: what would be missing in RT for it to act as a
> "Customer Tracker" as well as a request tracker?
> A CRM-enabled RT would introduce the concept of "Account" management
> which would allow to link tickets to Accounts and link users 
> to Accounts
> (which would be contacts). The account contains the usual company info
> (address, industry, etc).
> I believe the rest of the CRM features (activities, leads,
> opportunities, etc.) could be managed through ticket queues and custom
> fields. A nice bonus, though, would be to have the classic "full
> customer view" screen where you can see the contact info and a summary
> of all his open tickets.
> What do you guys think? Any success stories or caveats of 
> using RT to do
> CRM?

I work for an ISP and we use RT to track our trouble tickets, but we also use AT (Asset Tracker) to keep track of our customers. We have an Asset Type of Customers that is used to keep track of each customer/site we cover. Under the Asset Type, we have an Asset that has a list of custom fields (Address, phone number, fax, etc) that we use to keep that info handy and you can create a ticket on an asset so if you look up an asset, you can see what tickets are opened on it. Also, each ticket is linked to the Asset so you can go back and see if any other issues are pending or do whatever else you might need to do. I'd be happy to give you some other ideas that we have in place if you are interested.

> Regards,
> -
> Jonathan Kelly
> -
> *(every time you use RT while not owning this book God kills 
> a kitten).
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Dave Kettmann

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