Queues

Functionality

Assignment

A Ticket may be assigned to one Authorized User only and only by an Authorized User. The group of Authorized Users to whom a Ticket may be assigned is called the Assignee Pool. The Assignee Pool may be limited to Team Members of the Queue or may consist of every Open Authorized User.

Assignment Authority determines which Authorized Users are allowed to assign a Ticket. A Team Member designated as a Supervisor is always allowed to assign a Ticket to anyone in the Assignee Pool. Assignment Authority may be limited to Team Members or granted to all Authorized Users. An Authorized User with Assignment Authority may be limited to assigning a Ticket to them self if To Self Only is set to Yes. The To Self Only setting does not apply to a Queue Supervisor.

At creation, an unassigned Ticket may be automatically assigned to a designated Authorized User or be automatically assigned to Team Members on a round robin basis. Exclusion of Team Members from the round robin may be done individually. Round robin does not include Authorized Users that are not Team Members of the Queue.

Outbound Email

Outbound Email settings determine where Messages are sent and what notifications will be automatically sent to the customer.

Sending of Messages automatically created via incoming email and those created using the Customer Portal are governed solely by these settings. Messages created through the Staff Portal have more control over the non Ticket Subscriber recipients.

The From Email setting must match the name of the Queue if receiving email into the Queue. For example using the domain example.com, if the Queue is named support, then the From Email needs to be named support@example.com. support@example.com is the email address to which customers are expected to send support email.

Inbound Email

Inbound Email setting determine how email is retrieved using the fetchmail program. Note if email aliases are being used to funnel all emails through a single email box, only one Queue should have Use Gateway set to Yes. If Outbound Email is configured to send email and Use Gateway is Yes, then Email Address and From Email need to be the same value.

Outbound Ticket Updates

Outbound Ticket Updates use System Email Templates to communicate with Customers and Authorized Users about ticket activity. For updates sent to Authorized Users, the System Email Templates ticketnotification is used. If the List entry StaffPortalUrl of the systemstate List is configured, a link to the ticket will be part of the notification.

Settings are:

• Notifications From Email - It is recommended that this be an email different from the From Email for Outbound Messages so that email loops with auto responders do not occur.
• Acknowledge New - the System Email Template to use when notifying the customer a Ticket has been created for them..
• Acknowledge Close - the System Email Template to use when notifying the customer a Ticket has been closed for them..