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by prirun
1762 days ago
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We used this about 15 years ago: https://bestpractical.com/request-tracker Our customers didn't use the web interface at all; we had an email address (like help@whatever) that went into RT via qmail. The customer service reps (we had about 5 at the time) used the RT web interface. Once a CS rep took a ticket, all of the back and forth messaging (email) was automatically routed to them via a tag in the subject line. You could also add people to a ticket, reassign a ticket to someone else, close a ticket, etc. It was pretty easy to install - a bunch of Perl scripts that used a MySQL database. I made 1 hack to it to set cache headers so it didn't always hit the DB on the back button, but other than that, we never really had to mess with it for many years. |
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