Route Tickets from Customer CP to a Dept

[Darren]

Is it possible for a ticket raised in the Customer CP to a Public Dept (e.g. Support) to be auto-routed to a Private Dept, depending on which Group the User is associated with?

Example :
User ABC belongs to Group XYZ.
User ABC raises a ticket in the Customer CP.
User ABC selects the PUBLIC dept SUPPORT.
Software detects that User ABC is a member of Group XYZ and changes User ABC's ticket from Dept = SUPPORT to Dept = Customer XYZ.

Helpdesk Staff see a ticket from User ABC in the Customer XYZ dept.

Is this a feature request, or is there existing functionality I don't know about?

Please help!

[Darren]

Anyone know about this?

[Digital Mayhem]

don't really understand what you are asking for?

You can setup say a user group titled CompanyA and then add User1 and User2 and User3 to that user group and users 1,2,3 will be able to see tickets opened by each other... Don't know if this is what you are looking for or not.

[BigDawgRob]

With the mail parser you can setup a post-parse rules. The rule would add set customer domain names to be added to a particular department.

The only way I could think of doing this from the customer CP, would be via a custom SLA. You could create an SLA plan for the customer's user group, with a minimal overdue time. Once the SLA is breached the escalation rule for the ticket would automatically assign the ticket to the customers department. It's a bit of a work around but may do the job..

[Darren]

Thanks for the suggestion with SLAs, but I've had touble with SLAs and don't really want a fudge on this issue - as the tickets would be marked as overdue, the SLA may not run, etc...

What we have is only 3 public facing depts (i.e. only 3 visible in the Customer CP) - Support, Information and Sales.

We have many private depts that are only available through the Staff CP.
Since we have many customers who do not want their identities revelaed to our other customers, we must rely on a pretty "standard" Customer CP-facing dept, e.g. Support.

All customers raise tickets in the Customer CP to the Support dept.
Our Staff then have to look in the Support Dept's tickets and work out which customer they came from, before moving them to the relevant, private, Customer Dept.

A way of automating the "find out who it is and then move to the relevant dept" is what I'm after.

I guess this is a feauture request?

Anyone from Kayako care to comment?