RT for HelpDesk
Request Tracker was originally born as a ticketing tool for a university IT help desk, and it remains a great product for help desks of all kinds. Help desks have many shared challenges: tracking a large number of requests, routing questions to different people, and juggling priorities. RT handles all of these and much more, and the HelpDesk extension gets you started quickly.
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Standard Support Configuration
Support Queue: The extension installs a dedicated Support queue for all incoming support requests.
Support Group: The Support group is created with a default set of rights that allow help desk staff to see incoming tickets, take tickets, make changes, and reply to users. Just add your staff users to this group to give them rights to work in Support.
Additional Rights: In addition to rights for the Support group, other rights are set to allow external users to create new tickets via email or by logging into the self service interface.
HelpDesk provides a support lifecycle that works well for most support teams.
It provides statuses for "waiting for support" and "waiting for customer". When a staff member replies on a ticket, the status automatically changes to "waiting for customer". When the requestor replies, the status changes to "waiting for support" so staff can see the ticket needs attention.
Use the Support Workflow As-Is Or Customize For Your Process
Support Dashboard
Using these statuses, the included Support Dashboard keeps all tickets that need a response in one place.
The extension also installs a "Severity" custom field that can be set by staff on requests. The Support dashboard then automatically sorts requests, putting the highest severity first.
You can add other custom fields as needed to help organize and report on your help desk workload