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Author Topic: RT equivalent?  (Read 900 times)

permaculturegeek

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RT equivalent?
January 17, 2014, 01:12:35 pm
Hi,
our organisation is in the process of configuring a test installation of civiCRM, and at the same time we have identified the need for managing inbound email, by the likes of RT (request tracker) or OTRS, with which I am already familiar.
Due to overlapping terminology ("tickets", "cases" etc. It's not immediately clear whether civiCRM has this capability, either in core or in a module. It would be great if it were unnecessary to install a separate system alongside civiCRM

Dave Greenberg

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Re: RT equivalent?
January 17, 2014, 04:22:11 pm
Many organizations are using CiviCRM (generally w/ the CiviCase component) to track constituent requests (for example New York State Senate, and New York City Public Advocates Office). You'll need to explore a bit to see if the functionality is sufficient for your RT needs.

This is a key part of the functionality:
http://wiki.civicrm.org/confluence/display/CRMDOC/Autofiling+email+activities+via+EmailProcessor
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jaapjansma

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Re: RT equivalent?
January 29, 2014, 12:18:15 pm
One of the clients I am working with is also interested in getting the inbound mail into civicrm, so that they have one place in which all information is stored (and could save on storage for e-mail).

So Dave your links looks very interesting for that.
Developer at Edeveloper / CiviCoop
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  • CiviCRM Community Forums (archive) »
  • Old sections (read-only, deprecated) »
  • Support »
  • Pre-installation Questions (Moderator: Dave Greenberg) »
  • RT equivalent?

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