I have today installed RT (Request Tracker) and RTFM (Request Tracker FAQ Manager, hoho), to hopefully (initially) help me, Tom, and Adam deal with the ever-increasing amount of WriteToThem user email we receive, which ranges from “Your website’s great” (yay) to “Your website gave an error” (less yay) through to “Dear MP ” (whoops, and Francis has today changed the contact us page to try and make it even clearer than a big red box that people shouldn’t do that).

Incoming email will now go directly into the system, which when I’ve got everything set up nicely will hopefully let us reply to user’s questions quicker and more efficiently. It will track replies so multiple people won’t reply to the same message, we’ll get nagged about messages that haven’t been replied to, and so on.