[rt-users] RT with phone support?

[Ricky Jelm]

Hello,

We are evaluating several ticketing systems and came across RT. Our  
agents usually get the tickets by phone and I've seen RT is especially  
set up as a mail gateway.

I've found this thread but it's quite old:

http://www.gossamer-threads.com/lists/rt/users/6483?search_string=phone+support

What is the current status on phone support? Basically, I've seen that  
one can enter a ticket manually, but I would have to change my E-Mail  
address into the e-mail address of the requestor (for statistical  
purposes) which is a double problem:

- one has to look up the e-mail address in another system, copy-paste  
it into RT (this would be a major burden and probably a no-go for RT)
- minor problem, but still a problem: one has to think of deleting  
one's address.

Greetings,

Ricky