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Nov 21, 2018 at 07:09 AM

Remove Sequence in Ticket Routing Table

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Hello experts

In C4C, when you configure ticket routing, there is a sequence. Such that if firstemail@email.com is configured as Sequence 1 for Team 1 and secondemail@email.com is configured as Sequence 2 for Team 2, if a customer emails both firstemail@email.com and secondemail@email.com, the system will create two tickets but both will be assigned to Team 1 only.

Our current client doesn't want this. They want Team 1 and Team 2 to have their own copy of the ticket, such that there will be two tickets, one assigned to Team 1 and the other to Team 2.

Is there any way we can remove the Sequence logic in the Ticket Routing table? See screenshot below.

Thanks