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Mar 08, 2019 at 11:36 PM

Service Ticket - Email forwarding

256 Views Last edit Mar 11, 2019 at 05:24 PM 2 rev

Dear GURU's

We have multiple service channels configured in our system and there are dedicated teams working on the e-mail tickets coming in to these channels. My question is when a service team 1 gets a ticket and figures out that this is not there are of work and wants to internally transfer/forward the ticket to another group, how can they do it

1. If they forward the ticket e-mail to another groups e-mail, the channel Id of the ticket is not changed and the other team never gets to it

2. IF they split the ticket into two and close out one and forward the other one , the channel still does not change

3. if they create a new ticket , it gets created as a manual ticket , source is not e-mail and hence the channel id is blank

I would like to know what is the best way to change the channel ID on the ticket. We tried to integrate outlook with an outlook add in so that while forwarding the agents can remove the ticket subject line, this way a new ticket gets created with a different channel ID , however we hit a roadblock in this approach as this works only with outlook desktop version and most of our agents are only using web outlook version

Any ideas are welcome , please help !!