install I see that it’s not easy to see who’s on a ticket. I’d be happy to let you be-bop around my home install sometime as a demo.

Thanks for the suggestion and for the offer to poke around. We have demo’d Zammad pretty thoroughly and I have spoken with the developers at length about our needs. Unfortunately they exist under some pretty restrictive EU privacy regulations which would make collaboration unweildy (at least as our clients expect it), and the cost of building a patch for us was very prohibitive. They kept refering to what we were asking for as “that collaborator mess”, and there was clearly little interest in including collaboration the way our clients use it.

Too bad, because it is a beautiful platform, and it has some increadible funtionality. Just won’t work for us though.

They did mention that they are working on ‘manager’ level users (see thier own tickets and tickets for thier company, but not others).

I am digging into RT. It looks very promising. Thank you!