Suggestion/Question
A few suggestions on enhancements:
1. When we receive a support request from a new contact would it be possible to check the email address. If we have an account with an email of info@abc-computers.co.uk and the email comes from newperson@abc-computers.co.uk can the system automatically set the new contact to have that account?
2. I want to implement a very simple escalation rule on support logs. Is it possible to check if a request remains un-assigned for a specific time period, and then send email to selected individuals?
Cheers
Simon
1. When we receive a support request from a new contact would it be possible to check the email address. If we have an account with an email of info@abc-computers.co.uk and the email comes from newperson@abc-computers.co.uk can the system automatically set the new contact to have that account?
2. I want to implement a very simple escalation rule on support logs. Is it possible to check if a request remains un-assigned for a specific time period, and then send email to selected individuals?
Cheers
Simon