First you create 3 groups (g_software, g_hardware, g_other) and then 3 queues (q_software, q_hardware, q_other), assigning each queue to its corresponding group (q_software to g_software, etc.).

Now create agents and assign them to groups according to your needs. One agent can be in many groups, no problem.

When customers post tickets, they must choose the queue where the ticket is assigned. This acts like a category for you.

You don't setup separate customers for each category. I assume the ticket field "Type" threw you off. That is designed for situations where you have to categorize tickets independently of the queue they're in. This doesn't seem to be your case.

/bogdan

On Wed, Jun 5, 2013 at 3:36 PM, Roman Gelfand <rgelfand2@gmail.com> wrote:

I was wondering if someone could suggest the accepted approach(es) for
handling the following scenario...

A company has help desk department that supports only it's employees.
There are three categories of support tickets (ie hardware, software,
other). Each category should have it's own queue. Each queue to be
handled and managed by specific agents/agent groups.

I am not clear on... Do I setup separate customer for each category?
or is there a way to specify category on the ticket? If later how do
I tie category to a queue? and how do I assign agents to handle
specific queue? etc...

Any help is greatly appreciated

Thanks in advance
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