I work at a small cable operator, about 20000 TV and 4000 internet customers. As the support team is growing, the need for a trouble ticket system is rising.
From what I have seen in the ML archives, the customer info may be implemented in 2 ways :
- As a RT user and as requestor of the ticket
- As Custom Fields of the ticket
For now, I would go for 1 as this is how it works when submitting tickets by mail.
As support team member, when a customer calls, I want to be able to quickly open a ticket from the RT web interface. There should be a search page to fill in the requestor field, being able to search by name, street address, customer number,…
Is it possible to extend RT that much ? How hard ?
How do you use RT for the support of thousands of end users ?