[rt-users] RT Newb Queue/Group Strategy question

[David Nalley]

Hi All, 
 
I am a relative newb who has just deployed RT in pilot to replace our
aging, inadequate and hated support tool. 
A little bit of background - my employer, among other things, provides
support for a wide range of software and hardware products to several
hundred customers. Most of these customers have 1 or 2 employees who act
as the first-line support prior to bringing the issue to us. Some of the
larger customers may have a dozen or more people who are authorized to
contact us for support. Generally regardless of how large the
organization is there is a desire for a customer to be able view all of
the tickets created by anyone at that customer. 
 
I have thought about creating a queue for each customer and then
creating rules for moving tickets to the proper queue - but that seems
messy. (Proliferation of queues doesn't sound like a good thing based on
my reading thus far) 
 
I think perhaps a better solution, at least conceptually, is creating a
'customer manager' group and magically granting permission for that user
to be able to see any ticket created by someone with a matching
'Organization' in their user info. This sounds easier long term, but
requires more effort up front I think. 
 
Anyway - I seek to leverage the wisdom of the group as I imagine that I
am not the first person to have had a need to deal with this situation. 
 
Thoughts? 
 
 
David Nalley