Automatically direct tickets to one staff member

[Lone_Domino]

I have a small support staff (7 techs) in a university environment. Each staff member is primarily responsible for a particular area, ie: network, website, phones etc…

I need SupportSuite to automatically assign a ticket created for that department to the staff member responsible for that department. How can this be accomplished? I have searched the forums and submitted a ticket to Kayako but need an answer quickly to determine if this product will do what we need.

Thanks,
Mitch
ETBU

[supportskins]

You can do this for tickets created by direct emails using the Parser Rules feature of Kayako. For tickets submitted from the web interface, you will have to assign them manually.

[Lone_Domino]

Originally Posted by supportskins

You can do this for tickets created by direct emails using the Parser Rules feature of Kayako. For tickets submitted from the web interface, you will have to assign them manually.

I am trying to only allow for web interface input.

Thanks

[supportskins]

Unfortunately you will have to do it manually for web based submissions.

[Lone_Domino]

Originally Posted by supportskins

Unfortunately you will have to do it manually for web based submissions.

What about notification to a particular email address per department? Even if the ticket is not assigned yet, if it would notify someone that there is a new ticket via email that would work.
Thanks!

[supportskins]

That is possible. All you need to do it assign Email Alerts under:
Staff CP > Tickets > Alerts