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Toot

Written by Mythic Beasts on 2024-12-05 at 13:10

We've migrated our support system to the open source RT with local enhancements. This just the first step to continuing being as good as we are. Being better will follow incrementally over time. https://www.mythic-beasts.com/blog/2024/12/05/a-big-change-that-you-hopefully-wont-notice/

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Descendants

Written by NAB 🇬🇧🇪🇺🔶:marmite: on 2024-12-05 at 13:14

@beasts "We actually evaluated RT a bit over twenty years ago, and decided that it wasn’t right for us" - You, me, both! We're in the process of changing our system and we didn't even look at RT due to how much it wasn't for us many years ago!

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Written by ScaredyCat on 2024-12-05 at 13:18

@NAB @beasts Still have love for RT here. Works For Us™

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Written by Mythic Beasts on 2024-12-05 at 13:24

@ScaredyCat @NAB interestingly we've applied a lot more thought to how to improve our processes than we did previously because we now have the source so we have many more options.

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Written by Mythic Beasts on 2024-12-05 at 13:23

@NAB what did you choose in the end?

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Written by NAB 🇬🇧🇪🇺🔶:marmite: on 2024-12-05 at 13:38

@beasts Zendesk to tide us over and then OSTicket.

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Written by Brad Bell on 2024-12-06 at 05:53

@NAB @beasts my department started using RT 20 years ago and were very happy with it. Were forced to move to something else because of reorganization. But another reorg 5 years ago and we went straight back to it. I feel like you need almost a dedicated admin/developer to really take advantage of it though (me, in our case)

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Written by Mythic Beasts on 2024-12-06 at 09:23

@Btb @NAB yeah, it's taken quite a lot of customisation to get it to the point where we were happy to make the switch, whereas we used the old system pretty much out-of-the-box (although that's partly a need for it to work just like the old system). Investing admin + dev into a support system makes sense for us as support is a big part of what we do.

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Written by Esther Payne :bisexual_flag: on 2024-12-05 at 13:23

@beasts We've used RT for years. It has it's sharp edges, but it's strength is definitely in the customisations.

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Written by penguin42 on 2024-12-05 at 14:35

@beasts I'm curious what your local changes to RT are.

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Written by Mythic Beasts on 2024-12-06 at 14:31

@penguin42 "snippets" - a hot key for inserting standard blocks of text, URLs, etc, lots of CSS tweaks, and we've just nuked the "quote selection" feature for replies.

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Written by Mythic Beasts on 2024-12-07 at 10:15

@penguin42 More details from the person who actually did it: show ticket history and requestors on the ticket update page, various scrips to recreate our old workflow, e.g. resolve tickets when we reply, reset due date on customer reply, lots of linkifiers such as old ticket system, service IDs, CVEs, DSAs.

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