Request Tracker receives and manages all email sent to your key email addresses: support@, sales@, helpdesk@, security@.
Internal teams can communicate with external customers and team members on the same ticket.
Customize templates for auto-replies and all other correspondence to send branded, styled HTML emails including helpful links and other information with each reply.
Staff can manage ticket replies via email or use RT's full web interface.
Control who sees emailed replies and comments by adding and removing watchers for an individual message or for all activity on a ticket.
RT's Lifecycles allow you to create custom workflows with your ticket statuses, actions, and transitions to mirror your process.
Every transaction on a ticket automatically triggers any configured Scrips. Conditions and Actions on each Scrip allow you to automate events in RT or other systems when key updates are made on a ticket.
Advanced features like the SLA tool automatically set key values like the Due Date on each ticket so you don't miss a response.
The rt-crontool utility can run scheduled jobs to automatically perform updates to tickets or send notifications if tickets have been idle.
Assets leverages Request Tracker's custom field architecture, making it a very flexible platform for tracking whatever type of asset data you need to record. You can manage important IT asset information, and even manage vendor support engagements with attached tickets. You can also assign asset stages using the same powerful Lifecycle features as tickets.