How to provide personalised support: different email addresses within one department
Question asked by Peter M - 1/10/2015 at 10:30 AM
I wonder if this would be possible with SmarterTrack: A support department exists of 5 agents. Every agent in this department has his own email address. A client writes her/him directly but the ticket is visible in the queue for all members of the department. Most of the time the employee to whom the email was addressed also respond through this email. Only in the case that he is on vacation, another employee would take over the support case.

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Johnathan Smith Replied
Do you try to use system events ? If you know who takes tickets from specific email, you can create some event and direct tickets to agents

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