Business Rules
We're evaluating this tool for our Customer Service Support Team. Most of our customers will probably send in requests for support via email. I've noticed wen doing this, all tickets coming in via email are created with the "General" category. The general category allows you only to pick 1 technician to assign.
I also created a business rule that looks for something specific in the subject (title) & either routes the ticket to a specific rep or a specific queue. I have tried both, and none of the business rules seem to get processed. I even removed the rep assignment from the category thinking the business rule would work, but still nothing.
Seems to me that the business rules don't apply if the ticket was generated from an email & automatically assigned the category of "General".
Am I doing something wrong, or is there a work around to making this work. We don't want all tickets coming in via email being assigned to a specific rep. Maybe for now, an option to assign categories also to queues and not just reps.
We have the same problem using ServicDesk Plus.
Thanks for your help. We really want to use your app, but need to get a few things fixed before we purchase.
Arne
I also created a business rule that looks for something specific in the subject (title) & either routes the ticket to a specific rep or a specific queue. I have tried both, and none of the business rules seem to get processed. I even removed the rep assignment from the category thinking the business rule would work, but still nothing.
Seems to me that the business rules don't apply if the ticket was generated from an email & automatically assigned the category of "General".
Am I doing something wrong, or is there a work around to making this work. We don't want all tickets coming in via email being assigned to a specific rep. Maybe for now, an option to assign categories also to queues and not just reps.
We have the same problem using ServicDesk Plus.
Thanks for your help. We really want to use your app, but need to get a few things fixed before we purchase.
Arne