I've used RT before in an IT group, though we were on an unfortunately older version. We had a lot of fun after enabling the "unsafe" queues, such that you can

I've used RT before in an IT group, though we were on an unfortunately older version. We had a lot of fun after enabling the "unsafe" queues, such that you can comment and resolve tickets via email. On your phone you can close out a ticket while you're in the office fixing someone's computer.