I’m looking for a trouble tracking system that will allow problem reportsd
and help requests to come in either by email, by a user completing a web
form, or by phone. I expect most of my support staff will be taking phone
I have been looking at the RT web site and have read the docs. I have not
installed it, because my database infrastructure is PostgreSQL, not mSQL.
I was wondering how well RT works in an environment where most of the
support requests come to the support staff by phone.
Also, can I create different status entries, like “escelated to level 2
support” if I need to? I expect my first line staff will, at least for a
while, be escelating many items to the technical staff and I would like to
be able to follow a request through that escelation to closure.