>We are also looking at SugarCRM (and it's ability to work with the >Asterisk PBX). Rather than build CRM features into RT, it would be nice >(for us) to have RT integrate with SugarCRM as an optional/stronger >replacement for the SugarCRM ticket system.
I'm all for a better API, for exactly such integrations. However, I still wonder: Doesn't the idea of having an RT group represent a "customer" work? You could have all the various customer representatives in that group. Have a special user in that group represent the customer as a whole, with appropriate flags or custom fields to represent your relationship with the customer. And so on. Does this not provide the functionality you need? Or is the fact that RT doesn't have the Customer Concept explicit out-of-the-box offputting? Just curious. Hmm, I think tracking all the customer-related tickets would be easy. Tracking changes to the customer group itself, or to the special customer user might be harder. > >We like RT, and as others have expressed here, we could really use the >concept of a "Company" record to link individual requesters to. Even an >"alias" linkage of some kind would be helpful. ([EMAIL PROTECTED] is >also [EMAIL PROTECTED] and is also [EMAIL PROTECTED] - depending on >where he is at the moment he opens tickets for his company using all >three email accounts). Right. This is an issue whether you have Customers or not. You might like to map multiple email addresses to a single user. I could see identifying a user based on matching a list of addresses. But which address do you use when RT sends email, particularly if the transaction was created by a consultant or done on the web? The last address used by this user? The first? All of them? bobg > >Just a thought.. > >Mark > >> On 25/05/2007, at 11:10 AM, Mathew Snyder wrote: >>>> >> - Customer database and the ability to track tickets per customer >>>> >>> > >>> > But this is what RT does anyway >>> >> >> RT is currently *not* a customer database, it is a ticketing system. >> >> We are getting pressured to move to systems like NetSuite or SugarCRM >> because they have built in ticketing systems providing similar >> functionality to RT and also manage all of the customer information >> and relations. > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: [EMAIL PROTECTED] > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com