rodolphe Posted April 11, 2014 Share Posted April 11, 2014 If a support operator is member of, say, both Accounts and Helpdesk Accounts answers from "accounts@..." and helpdesk answers from "helpdesk@..." What address will that operator send from? Can he choose? I can't see a dropdown. Of is it just plain bad practice and we shouldn't do that (perhaps because people can't be THAT skills )? 0 Quote Link to comment Share on other sites More sharing options...
Dubz31337 Posted April 11, 2014 Share Posted April 11, 2014 When creating a ticket, the creator (client or admin) chooses which department it is for. A screenshot of the administrator view for opening a ticket is attached with the department option selected to see the dropdown menu. - - - Updated - - - Also, then replying to currently open tickets, the response will come from whichever department it is set to. This can be changed/escalated to a different department of course. - - - Updated - - - Also, when* 0 Quote Link to comment Share on other sites More sharing options...
rodolphe Posted April 12, 2014 Author Share Posted April 12, 2014 Ah, so I was asking the wrong question. If a ticket is created by sending an email, not login onto the console, how is the group attributed? Looks to be like it's done in alphabetical order, so in my scenario "Accounts" would get all emailed tickets? 0 Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.