Today's IT Worker receives work requests from a variety of sources; cell phones, desk phones, email, voicemail, even verbal communication at the office water cooler. Tracking, prioritizing and resolving helpdesk requests can become a nightmare without a central point of reference for all requests. Request Tracker (RT), an open source, cross-platform ticketing system provides centralized management of work requests using the familiar interfaces of email and the web.
This session will share our experience in switching to RT for helpdesk management and will demonstrate the capabilities of the RT software.
