It'll take some time to set up, but use the Postmaster filter to filter
messages from [EMAIL PROTECTED] to X-OTRS-Queue=AgentA,
[EMAIL PROTECTED] to X-OTRS-Queue=AgentB, etc.
As far as the Customer web tickets, set it up so the only queues these
pro-users can see are the queues belonging to their specific agent.
-Jeff
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Thomas Riedrich
Sent: Friday, June 09, 2006 6:25 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Could not group the customers
Hello,
we're evaluating OTRS for our company. We have about 30 "agents" who
would use OTRS if it is implemented. We need one specific feature
though ,and I' not sure if OTRS has it. We have a few hundred "pro"
customers, and those pro-customers each have their own support agent
which they always e-mail with. Is it possible with OTRS to set up a
customer database, and when one of these pro-customers creates a new
support ticket via e-mail or via the customer web interface, that this
new ticket is directly assigned to a specific agent, instead of going to
a regular queue, to make sure that the ticket is assigned to and
answered by this pro-customers' "personal" support agent?
Kind regards,
Tom
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