I am creating an application that will process and store a large amount of e-mail (about 2-4 thousand per day), which will need to be viewed and treated in different ways by many people around the world. It looks like a ticket system, right? With one twist - I have a separate application that handles most of the processing for people who will deal with these emails, and he will need to pull out a lot of specialized information related to them. For example, specific information about the client will be in the processing application (contact information, etc.), and when someone looks at this information, they also need to know if they have open tickets, if and how they answered specific letters we sent, etc.
I had a lot of experience working with RT (Request Tracker) as a ticketing system, and I believe that it can handle the amount of email and classify it as we need. However, my processing program is in Ruby on Rails. I did a little work with Perl (in which RT is written), but not so much, and I have never tried talking to Ruby with Perl before. I know that RT has an API, and I tried it, but I thought, is there already a good solution? I just need to extract data from RT into my Rails application without requiring writing.
Or am I barking the wrong tree? Should I try another ticket system that already works well with Rails? Should I just go and get the data directly from the database, since I only read it? Just looking for some input, if that's all that has been tested before. Thanks.
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