Multiple Queues?
Howdy,
We're looking for a Free Help Desk program we can use at our small company and have a question about SDP.
Our setup is that we have a Tier 1 group (2 people) that take all the incoming tickets. If they get a ticket that has to go to another group (Servers, Security, etc), we need a way that they can assign the ticket to another queue so it gets out of the Tier 1 queue. We would like it to also then send an email to the people assigned to the second queue to let them know that they have a new ticket.
E.q. 2 Techs are assigned to Tier 1. 4 Techs are assigned to Tier 2. Ticket comes into the system and the Tier 1 techs get an email. They can't solve the ticket so they assign it to Tier 2. Tier 2 Techs get an email that a ticket has been added to their queue.
Can is do things like that?
Also, can anything be setup so that if a ticket comes in it can monitor for a certain word and automatically assign the ticket to a certain queue? Or can if monitor two different email addresses and put anything from one email address into Tier 1 and anything from a second email address into a different queue?
If there is specific documentation or videos on if and how this can be accomplished, please let me know as I didn't find anything. If this can be done, but only in the paid versions, please let me know that too.
Thanks!
We're looking for a Free Help Desk program we can use at our small company and have a question about SDP.
Our setup is that we have a Tier 1 group (2 people) that take all the incoming tickets. If they get a ticket that has to go to another group (Servers, Security, etc), we need a way that they can assign the ticket to another queue so it gets out of the Tier 1 queue. We would like it to also then send an email to the people assigned to the second queue to let them know that they have a new ticket.
E.q. 2 Techs are assigned to Tier 1. 4 Techs are assigned to Tier 2. Ticket comes into the system and the Tier 1 techs get an email. They can't solve the ticket so they assign it to Tier 2. Tier 2 Techs get an email that a ticket has been added to their queue.
Can is do things like that?
Also, can anything be setup so that if a ticket comes in it can monitor for a certain word and automatically assign the ticket to a certain queue? Or can if monitor two different email addresses and put anything from one email address into Tier 1 and anything from a second email address into a different queue?
If there is specific documentation or videos on if and how this can be accomplished, please let me know as I didn't find anything. If this can be done, but only in the paid versions, please let me know that too.
Thanks!