Request Tracker, with its first class support for email, offers the familiarity of a shared inbox. On top of that, RT brings the organizational power of an enterprise ticketing system.
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RT: The Cure for the Shared Inbox
RT's query builder is the main tool for searching and reporting on all of the ticket activity in RT. Here's a basic introduction to creating searches with the query builder and customizing the search results.
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Searching for Tickets in RT: Intro to the Query Builder
RT's dashboards, constructed from saved searches and charts, are a great way to pull together key ticket information for you or your team. Sometimes you might want to see a dashboard at a specific point in your week or share it with someone who doesn't regularly access RT, like a manager or someone in a different department.
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Dashboard Weekday Checkboxes
