My team supports QA and Development for our product line. We use RT pretty much exactly as it was intended, for tracking service requests. We have a half-dozen people servicing tickets, and a user base of about 100 people. Even though that's pretty small, RT has been a life saver for us. Being understaffed, this is the only way we can track all of the things people ask us to do, and keep our heads above water. We also each wear many hats, so it prevents two people from acting on the same request by accident.
I've contributed a few snippets of code back to the community; I hope you find them useful:
- BasicVsAdvancedInterface - allow privileged users to choose between the SelfService and RT at a Glance interfaces
- HideSystemTransactionsSometimes - hide RT_System messages on the main display, but not the History tab
- MaintenanceMode - a quick and dirty way to shut down your site temporarily
- MoreAboutPrivilegedUsers - show the More About box for privileged users
- OpenSearchPluginForRT - Firefox (and IE7?) search plugin for RT using OpenSearch
- PersistentSessions - Making users' sessions persistent (so they don't have to login all the time)