What is RT?

RT, or “Request Tracker”, is the system used by Telco Platforms to track user requests and problem reports (commonly known as “tickets”).

You can open a new ticket, or follow up on an existing ticket, via email or through the Web interface, as both interfaces interact and update the single RT system.

Why are we using RT?

Because it is:

• Open: Users do not need an account in order to start using RT (via email).
  
  
• Flexible: Both the email and Web interfaces are fully integrated, and the same information can be accessed and updated by both.
  
  
• Simple: A user can submit a ticket simply by sending an email to support@telcoplatforms.com.
  
  
• Interoperable: Users can interact, update, and follow up with other ticket systems via emails.
  
  
• Scalable: Any user with an email account can use RT.
  

Getting Started with RT

Creating a ticket
What happens once I submit a ticket?
How do I use the RT Web interface?
How do I update a ticket?
How do I resolve (close) a ticket?
Priority’s