It'll take some time to set up, but use the Postmaster filter to filter messages from pro-user@companyA.com to X-OTRS-Queue=AgentA, pro-user@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@otrs.org [mailto:otrs-bounces@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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