RT with phone support?


#1

Hello,

We are evaluating several ticketing systems and came across RT. Our
agents usually get the tickets by phone and I’ve seen RT is especially
set up as a mail gateway.

I’ve found this thread but it’s quite old:

http://www.gossamer-threads.com/lists/rt/users/6483?search_string=phone+support

What is the current status on phone support? Basically, I’ve seen that
one can enter a ticket manually, but I would have to change my E-Mail
address into the e-mail address of the requestor (for statistical
purposes) which is a double problem:

  • one has to look up the e-mail address in another system, copy-paste
    it into RT (this would be a major burden and probably a no-go for RT)
  • minor problem, but still a problem: one has to think of deleting
    one’s address.

Greetings,

Ricky


#2
  • one has to look up the e-mail address in another system, copy-paste
    it into RT (this would be a major burden and probably a no-go for RT)
  • minor problem, but still a problem: one has to think of deleting
    one’s address.

You can easily modify the source code to make it present email adresses
from your customer database. Users then only choose the right address in
the list (that’s what we’re doing here).


#3

Hello,

We are evaluating several ticketing systems and came across RT. Our
agents usually get the tickets by phone and I’ve seen RT is especially
set up as a mail gateway.

I’ve found this thread but it’s quite old:

http://www.gossamer-threads.com/lists/rt/users/6483?search_string=phone+support

What is the current status on phone support? Basically, I’ve seen that
one can enter a ticket manually, but I would have to change my E-Mail
address into the e-mail address of the requestor (for statistical
purposes) which is a double problem:

  • one has to look up the e-mail address in another system, copy-paste
    it into RT (this would be a major burden and probably a no-go for RT)
  • minor problem, but still a problem: one has to think of deleting
    one’s address.

Greetings,

Ricky

We use RT extensively for both phone and email tracking. Our helpdesk
staff enter the client/users’ email address as the Requester when they
create the ticket.

You can easily integrate RT into another system to do user lookups,
then the ticket creator would just need to select from a list or
search on a username, etc.

Tom


#4

Try taking a look at

http://search.cpan.org/dist/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm

Mark
Mark Chappell
Unix Systems Administrator


#5

Hi Emmanuel

I have been following this thread and would be most interested in
finding out how you do that.

Our setup here is:

  • one queue per customer (it’s a choice, not necessarly the best for
    your needs)
  • modifications on share/html/Ticket/Create.html that connects to our
    XMLRPC server to obtains contacts emails according to the named
    customer and present this as a select, but we leave also the standard
    email input so people can enter another email address if needed.

you can also have customers in a customfield and add some javascript to
present the email list

This modification doesn’t require really RT knowledge, but more HTML/JS
knowledge, with a little bit of Mason formatting and of course you need
to know how to acces your customers database :wink:


#6

Hi,

We want to be able to turn off outgoing mail for one or two specific queues.
However, the scrips that govern outgoing messages on create are global and
don’t have the option to turn them off for a single queue. Is there a way
around this that I’m not seeing?

Thanks,

  • Dan

#7

Create a blank template in those queues, using the same name as the global
template.On Tue, May 20, 2008 at 7:51 AM, Daniel Jennings dfj@thermeon.com wrote:

Hi,

We want to be able to turn off outgoing mail for one or two specific
queues.
However, the scrips that govern outgoing messages on create are global and
don’t have the option to turn them off for a single queue. Is there a way
around this that I’m not seeing?

Thanks,

  • Dan

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#8

Thanks that did the trick nicelyFrom: Todd Chapman [mailto:todd@chaka.net]
Sent: 20 May 2008 13:33
To: Daniel Jennings
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Turning off replies per queue

Create a blank template in those queues, using the same name as the global
template.