On 1/4/11 11:45 AM, Dan North wrote: > Does this seem like a sensible use of Trac or should I be considering > something else entirely to manage helpdesk ticket lifecycle?
We use trac for our internal helpdesk for about 5 years now. All modules but the wiki module and the ticket module are disabled. Pros: Once it is installed and configured, it is a fire-and-forget solution. Ability to open tickets via email (email2trac). Fine grained ticket permissions via plugin. Cons: No escalation. No remainders when a tickets gets overdue. No way (at least I found none) to force users to set their email address at first login - no emails are sent out to the reporter then. Most users don't care about the wiki syntax, so often the formatting is messed up. No way to merge tickets. In summary: To me, trac is a really good helpdesk tool. I can live with its limitations. It is worth a try. Rainer -- You received this message because you are subscribed to the Google Groups "Trac Users" group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
