How to assign tickets submitted via web to Tier 1 of techs?
I'm finding that a user can submit a ticket and select a category, but on the admin side, I'm only able to assign a 1:1 relationship between the category and a technician. In other words, 1 technician is assigned to each category.
How do I make it so that all tickets go to a Tier 1 group?
Do I have to assign the same "fictitious tech" to all categories and set up a business rule to forward anything coming in to a queue called Tier 1?
If so, this eats 1 license up trying to implement this (using the fictitious tech as a placeholder)
How do I make it so that all tickets go to a Tier 1 group?
Do I have to assign the same "fictitious tech" to all categories and set up a business rule to forward anything coming in to a queue called Tier 1?
If so, this eats 1 license up trying to implement this (using the fictitious tech as a placeholder)
Topic Participants
jmasters_me
kkevin
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