On 02/28/2013 06:53 AM, Slobodan Aleksić wrote:
Yes, that's the easiest way. But the problem is when a user changes his department, then he must use the new helpdesk-email. Experience is showing that the user is using the old helpdesk emailaddress and is therefore sending to the wrong queue...
Give your agents the ability to move tickets to other queues that generates a message to the customer that "You used the wrong support address. We moved your ticket into the correct place but this will delay our response. Please use the correct address in the future." This is really a personal/training problem not a technical one. -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443