Does SmarterTrack allow rules to be created for certain types of tickets that come into the main queue?
Question asked by nathan heatherly - November 2, 2017 at 8:01 AM
Answered
We are using a really old version of SmarterTrack, version 9. Does any version of SmarterTrack, allow rules to be created for certain types of tickets that come into the main queue? I am wanting when a ticket with a specific subject comes in it goes directly to one of our agents?  Also, is there a way to split a ticket (the ticket can be split and separate identical tickets are given to different agents)?

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Derek Curtis Replied
Employee Post Marked As Answer
Hi, Nathan. You can set up events that will fire on a ticket with certain words or phrases in a ticket's subject. For incoming tickets, you'd want a Ticket Created event where the Subject *contains* the words you want. Your ticket action, then, can be to transfer that ticket to an agent. I'm pretty sure that's available in SmarterTrack 9.x...but you'll want to verify.
 
As for splitting tickets, that's not a current feature. What would need to happen is the ticket transferred between the 2 agents. 
 
I hope that helps. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Terry Mann Replied
Derek,
If we need to look for multiple words within the subject (or Body Text), how should the words be separated (commas, spaces, quotes, etc)? I
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Derek Curtis Replied
Employee Post
Unfortunately, you'd need different events for that unless you're looking for a specific phrase. In a future version, we'll be revising these event conditions to make them a bit more flexible.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Nextmeta Replied
Derek,

We upgraded to version 16, which allows to split the ticket. I will be looking further into creating events.

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