* Internal teams can communicate with external customers and team members on the same ticket. * Control who sees emailed replies and comments by adding and removing watchers for an individual message or for all activity on a ticket. * Every transaction on a ticket automatically triggers any configured Scrips. Conditions and Actions on each Scrip allow you to automate events in RT or other systems when key updates are made on a ticket. * Advanced features like the SLA tool automatically set key values like the Due Date on each ticket so you don't miss a response. * Assets leverages Request Tracker's custom field architecture, making it a very flexible platform for tracking whatever type of asset data you need to record. You can manage important IT asset information, and even manage vendor support engagements with attached tickets. You can also assign asset stages using the same powerful Lifecycle features as tickets. * Automatic notifications based on message or other ticket updates * Multiple search options: free text (simple) search, query builder * Full text search on message histories * Full custom field support for any data you need to track * Charts interface for visualizing ticket data * Custom dashboards with key ticket information

* Smart Search using queries, filters, tags, etc. * Instant Issue Reporting * Innovative concept of managing issues