[rt-users] First-contact resolution tracking?

[Roedel, Mark]

We've gotten a grant to purchase some software to track "first contact
resolutions" for our helpdesk.

In looking at potential software, we're finding mostly all-in-one
solutions that come packaged with a work order tracker and everything.
So...

(1) Is anyone aware of tracking software for this purpose that
integrates with RT, either home-grown or commercially-available.

(2) Jesse, does this sound like something that BP would be interested in
taking on?  What kind of rate structure would we be looking at if we
commissioned this?


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas  USA