email management

[steveb]

In our environment we have a full time, fully staffed help desk, and they are currently the first stop for all tickets.

Would it be possible to setup SupportSuite so that all newly submitted tickets wound up in a specific queue for that person (like a 'help desk' department) and have the help desk account receive an email via exchange/outlook regarding the new ticket?

Then .. the help desk would assign the ticket to the proper department and/or owner. Then we'd want the owner to get an email notifying them of the newly assigned ticket?

[John Haugeland]

Yes, you could do it that way. A queue is for an email address, not a person, but you could set up individual departments per queue, give only one person access to the department in question, and there you go.

Alternately, you could just have the queue assign the ticket to the person, then keep them in a single department. That's how I'd do it.