Routing tickets based on department selection

  • Resolved johnpoz

    (@johnpoz)


    5 years, 4 months ago

    I can’t find any documentation on how to do what seems like it should be extremely basic functionality. We have added a number of departments, and we simply want to email a different person per department to notify of new submissions.

    So if someone chooses department A in their ticket, email a notification to John. If they choose department B, email a notification to Susy.

    Is this possible?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author yeisonbp

    (@yeisonbp)

    Hi @johnpoz,

    You can find an article where we have the available options to assign tickets to agents in the link below:

    – https://getawesomesupport.com/6-ways-assign-agents-tickets/

    Also, we have the smart agent assignment add-on that allows you to assign agents depending on the department in the link below:

    – https://getawesomesupport.com/addons/smart-agent-assignment/

    Regards.

    Thread Starter johnpoz

    (@johnpoz)

    Thanks for the reply. I had actually already reviewed those documents, among others, and still could not find reference to the extremely simple routing I’m looking for.

    To restate: when someone fills out a form and they select the department from the drop-down list, we simply want each department to route to a different email address.

    Department A ==> EmailA

    Department B ==> EmailB

    Department C ==> EmailC

    I find this in basically all of the other competitive plugins, so it seems like an emission that it wouldn’t be included here. If there’s some documentation, or an add-on, that shows specifically how to do that I would appreciate it a link.

    We really like everything else about this plugin, but without this functionality we’ll have to turn to a different solution.

    Thanks.

    Plugin Author yeisonbp

    (@yeisonbp)

    Hi @johnpoz,

    Gravity forms might allow you to do that, populate a field depending on a value, you can take a look at their documentation. Awesome Support has the Gravity forms add-on that allows to integrate the forms in the ticket system and populate the agent field depending on the department the user chooses. You can take a look at the Gravity Forms add-on in the link below:

    – https://getawesomesupport.com/addons/gravity-forms/

    Regards.

Viewing 3 replies - 1 through 3 (of 3 total)
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