Hi Rainer. On Wed, Jan 5, 2011 at 6:50 AM, Rainer Sokoll <[email protected]> wrote:
> 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. > That sounds fantastic. Do you mind if I ask what size of company you're using it in and what they do? The reason I'm asking is to understand if you're working for a mostly technical organisation, or if lots of your helpdesk users are non-technical. Thanks, Dan 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 [email protected]. > To unsubscribe from this group, send email to > [email protected]<trac-users%[email protected]> > . > For more options, visit this group at > http://groups.google.com/group/trac-users?hl=en. > > -- You received this message because you are subscribed to the Google Groups "Trac Users" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
