Greetings - I’m looking into options for a ticketing system for our
helpdesk, and would very much appreciate any input.
Our call center gets around 3500 calls per week (increasing around 10% per
month). Today, we’re using a very thrown-together system that made sense
when we had 100 calls a day, but doesn’t any more. I’m looking into which
tool to implement, and hope to have something in place by July or August.
Can anyone share with me their reasons for selecting RT, as opposed to say
OTRS, or Remedy, or any of the dozens of commercial options? The managers
here are open to open-source (for the right reasons even, not just the
cost reason), which makes my life much easier when it comes to this sort
of a project.
The biggies we’re looking for aside from the normal email
handling/escalation/reporting stuff would be some way to tie in a
knowledge-base to the customer, so when they open a ticket, they select
what their problem is, and are offered a list of possible fixes. The goal
there is to help them right away, and to reduce call volume.
I’m very interested to hear your thoughts on how and why RT is the right
solution, if what I’ve described above makes sense for RT.
I’d also like suggestions on how to scale my hardware for a, let’s say,
10000 call/week volume. How “heavy” is this application? Does it scale
well to that volume?
Unix Systems Architect