Tickets taff ticket creation -> Ability to assign to template group

[Emma]

When staff create a ticket from within the staff panel, whether it is a 'phone ticket' or an 'e-mail ticket' there is no option to select which template group it goes to.

This is very important, as I have the same team taking tickets over the phone/by e-mail for both types of customers using the separate template groups.

There's no option to change the template group of an already created ticket. This is also required because when a user e-mails it also doesn't have a choice of template group. How do we route it to the correct place?

This is very important - I must have tickets going into the correct group otherwise my SLAs/auto response text etc won't work properly.

[jtobey]

I think you change which template is used for the ticket by actually assigning that user to a group, which has the template preference. So, if a user is part of a particular user group, it will automatically be in the selected template of that group.

So you'll have to make sure the user you're creating the ticket for is assigned to a group or it will go to the default template. Does this help?

[Emma]

Problem is I have customers who will e-mail me from different e-mail addresses no matter how much we tell them it's important to log a ticket with the right user. These customers always tend to be the ones who are paying us the most money. If they send us a query that manages to slip through and get the wrong response back, or get their ticket assigned to 3 day SLA instead of a 1 hour SLA, we will be in big trouble!

Another reason I can't do this is that I have customers who actually need to use both template groups for different types of issue.

I can certainly use this as a half-way workaround so thanks! However I would still really like this feature to be implemented!