Routing tickets based on department selection

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.

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.

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.