How do I move ticket beween departments

[SupportMods]

Hi

We have a Kayako Installation at /support for our Support Department and at /sales for our Sales Department. Sometimes clients will submit support questions that our sales staff cannot answer to our sales department, however our Kayako installations are completely different. How can we transfer this ticket to /support so the customer does not have to insert again. Is there a way to import a ticket as I see there is a way to export one.

[Jamie Edwards]

There is no quick way of doing this, I am afraid. Might I suggest you use template groups to maintain pseudo-independent support desks rather than individual installs?

You could have two different interfaces but the same backend.

[craigbrass]

If I am hearing you correctly, you have two Kayako installations in separate databases. In this case, as the two are separate, there is no way to move a ticket between them.

[SupportMods]

Right I have a extra domain license. I had a headache with the template groups not sending correct information, etc, so we decided to separate them out. Varun said he was going to add a import feature which would solve the problem.

[Jamie Edwards]

I am afraid that the only half-solution to your problem other than template groups is to forward the ticket to the sales e-mail address and handle it from there.

[SupportMods]

Yeah I guess that could work also. Going to try it out now

[Brent]

I use a sales and support template and have no issues and transfer tickets daily...

They all come into my support@ email address then we just transfer them to sales ...

Seems to work great.

What were the issues you ran into with this type of setup?