Email based trouble ticketing system

[Bill McGonigle]

On Sep 13, 2005, at 16:43, Travis Roy wrote:

> We currently use Request Tracker, but it has some limitation. One is 
> that when you reply to a customer if you don't do it within the 
> ticketing system it usually generates another ticket.. And when our 
> CTO does most of his stuff via his blackberry now, that's a lot of 
> tickets.

Are your headers coming out correctly?  When I get a mail from a 
customer via RT the replies go back to RT by default.  It would take 
effort to avoid this - and no trouble ticket system can know about what 
doesn't go through it.  Blackberry From: headers are configurable.

-Bill

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Bill McGonigle, Owner           Work: 603.448.4440
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