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.
The way the system is setup support emails go to each tech, and to the
ticketing system. The boss (and others in my group) are replying to the
emails sent to them, not through the ticketing system. This is causing a
problem.
I can not get him to change his behavior so I must find another
solution. They don't want to kill the forwards to each of us in case the
ticketing system goes down (silly, considering the Ipswitch Imail server
has gone down at least 40 times since the ticketing system was put in
place, and the ticketing system has never gone down)
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