That’s the Ticket!
RT tracks incidents and requests and should be a part of your overall customer relationship management strategy.
Wednesday, June 15th, 2005
Take a moment and think about the many ways that your customers interact with you and your support staff: emails, phone calls, in-person meetings, pages, instant messenger conversations, chat-rooms, and the list goes on. How do you currently keep track of all of those interactions? Is it effective? Does it provide reports and metrics that help you find-tune the quality and variety of services you provide?
Used appropriately, a request tracking system can be the cornerstone of your service business and the primary means for customer interaction. Indeed, the quality of your request tracking system directly impacts the quality of your customer service and is yet another tool to manage your relationship with your customers.
So wouldn’t it be great to find a semi-automated, feature-rich platform to consolidate all of your interactions and help you gauge your mean time to repair? Such software exists, available from a number of major vendors. However, you can find also find best-of-breed solutions with that lovable open source price tag.
This month, let’s dive into a very capable and enterprise-ready request tracking system that’s widely used by Fortune 500 and small companies alike. That system is RT.
Getting Acquainted with RT
Created in 1996, RT is one of the oldest, best-maintained, and robust request tracking systems in existence. RT is web-based, is written in object-oriented Perl. and uses MySQL as a data repository.
