It lets a group of people intelligently and efficiently manage requests from a community of users. RT is used by systems administrators, customer support staffs, NOCs, developers and even marketing departments. At the same time, RT sends mail to the queue members containing the user's request. A queue member takes ownership of a request and drafts a reply to the user, which RT records and forwards to the user. The queue member resolves the ticket and goes out for a beer.
Mail is routed automatically to the appropriate individuals based on availability and skills.
All mail handling is accomplished via means of a built-in rules engine and administrators have full control over customization of rulesets for each group mailbox. Automatic and manual keyword assignment permits message categorization for reporting purposes. Flexible reporting capabilities give managers detailed tracking of activity, response times, employee productivity, etc. This site is using the Simply Paper 1.0 theme.