From: Jorey Bump (listjoreybump.com)
Date: Wed Oct 03 2007 - 08:01:59 CDT

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Petri Riihikallio wrote, at 10/03/2007 07:30 AM:
>> I am looking for software to manage an e-mail customer service center.
>> A web or e-mail based system to dispatch new requests to next
>> available available agent, monitor open and closed cases, transfer
>> e-mail conversations to senior agents etc. Just like a telephone call
>> center system does.
>
> I received three good pointers:
>
> RT Request Tracker http://bestpractical.com/rt/ (open source)
> Kayako http://www.kayako.com/ (commercial, reasonably priced)
> BMC Remedy
> http://www.bmc.com/products/proddocview/0,2832,19052_19429_32859582_106756,00.html
> (high end)
>
> Thanks for the input!

I haven't used it in production, yet, but Eventum looks very promising
in my testing environment:

  http://eventum.mysql.org/wiki/index.php/Main_Page

It's developed (and apparently used internally) by MySQL. It seems to
match many of the features of RT, but has fewer dependencies and is much
easier to install (took me about 5 minutes). Configuration will take
longer, but that's true of any issue tracking system.

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