[otrs] Could not group the customers

[Jeff Baughn]

It'll take some time to set up, but use the Postmaster filter to filter 
messages from pro-user at companyA.com to X-OTRS-Queue=AgentA, 
pro-user at companyB.com to X-OTRS-Queue=AgentB, etc.

As far as the Customer web tickets, set it up so the only queues these 
pro-users can see are the queues belonging to their specific agent.


-Jeff


> -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
> Thomas Riedrich
> Sent: Friday, June 09, 2006 6:25 AM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] Could not group the customers
>
> Hello,
>
> we're evaluating OTRS for our company. We have about 30 "agents" who
> would use OTRS if it is implemented. We need one specific feature
> though ,and I' not sure if OTRS has it. We have a few hundred "pro"
> customers, and those pro-customers each have their own support agent
> which they always e-mail with. Is it possible with OTRS to set up a
> customer database, and when one of these pro-customers creates a new
> support ticket via e-mail or via the customer web interface, that this
> new ticket is directly assigned to a specific agent, instead of going to
> a regular queue, to make sure that the ticket is assigned to and
> answered by this pro-customers' "personal" support agent?
>
> Kind regards,
> Tom
>
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