Can All tickets from user A go direct to department A?

[pabloaugusto]

Hello,


have a way to when a client open a ticket,
the ticket go direct to a department depends of the
user group or the user?


Ex:

Client B open a ticket,
All tickets from client B go to department C (Automatic)


Client X open a ticket,
All tickets from client X go to department F (Automatic)


Have a way to do this?
If have whats the best way?

[FrightFactor]

The Best way to do it, if i understand it right:

Create a SLA Plan and an Escalation Rule.
Under Escalation you would have the option:

Assign to staff
Move to department
Change priority
Change ticket status

[Dewak]

There's an easier way to achieve this using Mail Parser Rules.

Log into Admin CP, on the left menu click on Mail Parser-->Insert Rule

Create a new rule with a criteria like
IF sender Email address CONTAINS emal@add.com

Then on the rule type select Post-Parse and choose the department, priority and status you wish.

Hope this helps!

[pabloaugusto]

OMG how i forgot this!

Thanks Dewak

[pabloaugusto]

Not its not a greta solution, tickets opened by suport center, not by email dont are affected by this!

Must be anothet solution!

[supportskins]

Unfortunately there isn't one besides the one suggested by Dewak. Kayako is working on parser rules for tickets created from the Support Center in v4.

[FrightFactor]

i would try it with sla and escalation like i said before