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Has anyone used RTC as a HelpDesk

LORNA CHARLES (111) | asked Aug 10 '12, 2:04 a.m.
 Has anyone used RTC as a HelpDesk - if so is the solution contained within RTC or does it need an integration into something like (say) HP Service Desk or BMC Remedy?

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Daniel Toczala (88211514) | answered Aug 13 '12, 12:03 p.m.
The Jazz Jumpstart team uses this to help us manage all of the requests that we get for help.  With that being said, I would use the work items in RTC to track requests/tickets for a help desk IF (note the big IF), the help desk is rather limited in scope.  If you have something on the order of 100's of tickets a week, then RTC will do the job for you.  If you are talking about running a large scale help desk service, servicing thousands of requests a day, then I would suggest that you get an application (like Remedy) that is built specifically for this purpose.

the thing to remember is that while it may be possible to do these type of things with RTC, you need to understand what it is you are looking to do from a business perspective.  RTC can be made to do a lot of different things, but sometimes it may not be the best possible fit for what you are looking to do.  It works for us, based on our request volumes and the size of our team (< 12 active people, 100's of stakeholders), but it may not be the best fit for something of significantly larger scale.  It doesn't have to do with the ability to handle the data, it has to do with the more sophisticated capabilities that a tool built for that specific purpose will have.

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VK L (8177156159) | answered Aug 10 '12, 2:16 a.m.
      If RTC has the features that suits your requirements, then you need not integrate with other tools. So depends on your requirements and usage scenario.


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