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What is Request Tracker and why do you need it? Request Tracker is a web based ticket tracking system used to manage and handle customer queries. It provides an efficent and reliable method for managing customer/client expectations. It fits easily and quickly within most existing setups via the use of email queues. It has the following features: - Web based management
- Ability to handle multiple email queues (eg.
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,
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)
- Ability to reply to email queries via existing email setup. (Outlook, Thunderbird). All repsonses are recorded
- Ability to handle internal comments, completely separate from customer correspondence.
- Handles the complete life of the ticket, recording all correspondence between customer and client
- Full audit trail of past queries and emails sent
- Ability to be notified of any new queries as part of a 'watcher' setup
Most importantly Request Tracker is/does:
- Simple and easy to use
- Requires little or no end user training
- Fits seamlessly into existing setups
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