RT as a Call Center App

Hi,

RT 3.4
Solaris
MySQL

I have a general question: is anybody using the RT software as a call
center application? That is tickets are created by call center staff
who take questions/problems via the phone or at a walk-in desk. If you
are, is RT working well? Was allot of customization required? Within
the RT code? Did you have to create extra code to handle your
workflow? Any comments would be appreciated.

Thanks,
Ron
Ron Tyro
Scotiabank Information Commmons, University of Toronto

HI,

We have been using RT/RTIR for incidents in our infosec department for
some time now. Although it’s not a call center, we have automated ticket
entry from various systems. We are in the process of implementing the
central call centre for the university as a whole. We have made
modifications, but generally in the “local” tree, not the core RT code.
That’s the beauty of RT, 90%+ of the changes don’t have to go into the
core code, making upgrades scary. I’m not personally doing these
modifications, but am involved in the project. For the infosec I have
been responsible for the changes and I think I changed only one file, but
I believe I will be able to rework that change in a different way as to
not touch the RT code whatsoever. Deployment of the first crack at the
call centre is scheduled for the end of March. Inevitably, RT is a
framework, a very flexible one, that will need “massaging” to meet your
needs, but that’s a good thing. Products like Remedy’s ARS aren’t
conducive with this, and you have to change your processes to match it.

Ramon Kagan
York University, Computing and Network Services
Information Security - Senior Information Security Analyst
(416)736-2100 #20263
rkagan@yorku.ca


I have not failed. I have just I don’t know the secret to success,
found 10,000 ways that don’t work. but the secret to failure is
trying to please everybody.
- Thomas Edison - Bill Cosby
----------------------------------- ------------------------------------On Tue, 1 Mar 2005, Ron Tyro wrote:

Hi,

RT 3.4
Solaris
MySQL

I have a general question: is anybody using the RT software as a call
center application? That is tickets are created by call center staff
who take questions/problems via the phone or at a walk-in desk. If you
are, is RT working well? Was allot of customization required? Within
the RT code? Did you have to create extra code to handle your
workflow? Any comments would be appreciated.

Thanks,
Ron

Ron Tyro
Scotiabank Information Commmons, University of Toronto


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Ron Tyro wrote:

Hi,

RT 3.4
Solaris
MySQL

I have a general question: is anybody using the RT software as a call
center application? That is tickets are created by call center staff
who take questions/problems via the phone or at a walk-in desk. If you
are, is RT working well? Was allot of customization required? Within
the RT code? Did you have to create extra code to handle your
workflow? Any comments would be appreciated.

Thanks,
Ron

Hi Ron,

I’m currently trialing RT for a similar propsal to put to my Manager.

RT does initially seem geared up more for email responses which in our
case is great as it means there is already a method of keeping users
informed of what is going on with their ticket after they initially call
us up. At the moment with a using TouchPaper which requires us to
manually send Call Log & Closure emails. I’m sure that it would do it
automatically but would probably have to send another �1000.00 to do
just 0.1% of what RT does.

So far the only real changes I have seen necessary to make is to
customise the primary ticket display to show the users Name, Company and
Work Phone number rather than there email address. After this I’ve
starting implementing custom fields for SLA & Catagorisation.

After a week of playing with it, I feel that RT gives a great base for
any kind of customer request tracking (I guess hence the name) and it
provides much area of customisation.

I would be interested to know how you get on with this.

Seeing as I mentioned it, has anyone else migrated from TouchPaper /
Royal Blue to RT and can offer some insights. As a Helpdesk Analyst
I’ve only seen the front end so don’t know what else it may be capable
of, but I am pretty certain it wouldn’t rate highly compared to RT.

Regards

Lee

Hi,

We currently use RT as the core application in a government project
regarding Imigration. (Several Cabinets share information using RT)

It scaled up pretty good.

We have currently 180G in Mysql Db, RedHat and Apache2+modperl1.99
Hardware is a single Xeon with 2GB RAM

Currently we have 80 concurrent users (more reads & updates than creates)
but it’s working smooth. (Each ticket with around 20 customfields)

Hope this helps.

Best regards,
Jorge

Thank you to all who replied,

I’ll definitely let you know how things turn out.

Ron

Jorge Alves wrote:

Hi,

We currently use RT as the core application in a government project
regarding Imigration. (Several Cabinets share information using RT)

It scaled up pretty good.

We have currently 180G in Mysql Db, RedHat and Apache2+modperl1.99
Hardware is a single Xeon with 2GB RAM

Currently we have 80 concurrent users (more reads & updates than creates)
but it’s working smooth. (Each ticket with around 20 customfields)

Hope this helps.

Best regards,
Jorge

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Lee W
Sent: ter�a-feira, 1 de Mar�o de 2005 18:17
To: Request Tracker
Subject: Re: [rt-users] RT as a Call Center App

Ron Tyro wrote:

Hi,

RT 3.4
Solaris
MySQL

I have a general question: is anybody using the RT software as a call
center application? That is tickets are created by call center staff
who take questions/problems via the phone or at a walk-in desk. If you
are, is RT working well? Was allot of customization required? Within
the RT code? Did you have to create extra code to handle your
workflow? Any comments would be appreciated.

Thanks,
Ron

Hi Ron,

I’m currently trialing RT for a similar propsal to put to my Manager.

RT does initially seem geared up more for email responses which in our
case is great as it means there is already a method of keeping users
informed of what is going on with their ticket after they initially call
us up. At the moment with a using TouchPaper which requires us to
manually send Call Log & Closure emails. I’m sure that it would do it
automatically but would probably have to send another �1000.00 to do
just 0.1% of what RT does.

So far the only real changes I have seen necessary to make is to
customise the primary ticket display to show the users Name, Company and
Work Phone number rather than there email address. After this I’ve
starting implementing custom fields for SLA & Catagorisation.

After a week of playing with it, I feel that RT gives a great base for
any kind of customer request tracking (I guess hence the name) and it
provides much area of customisation.

I would be interested to know how you get on with this.

Seeing as I mentioned it, has anyone else migrated from TouchPaper /
Royal Blue to RT and can offer some insights. As a Helpdesk Analyst
I’ve only seen the front end so don’t know what else it may be capable
of, but I am pretty certain it wouldn’t rate highly compared to RT.

Regards

Lee


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town
soon! (Boston, San Francisco, Austin, Sydney) Contact
training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Ron Tyro
Scotiabank Information Commmons, University of Toronto