First, thanks for the great product and the great support you provide. I have some feature requests. Perhaps these are requests that can be
We have two distinct support categories with separate specialized staff. When a new request comes in, it is categorized depending on either the POP email address that is is pulled from, or a drop-down menu on the web form. We rely heavily on email notifications of new requests, as we aren’t waiting for support requests full-time, and have BlackBerries to keep us up-to-date. However, the default “Notify on unassigned new requests” applies to all requests. This creates a lot of white noise in our inboxes. Is there a way to have automatically categorized requests only notify the members of that category? If not, this is a feature that we would use.
Our customers aren’t identified by their full email address, but rather, their domain. That is, a user doing a lookup of their request history should be able to see all of the requests that have been submitted for their organization. I was looking at the API to build a solution for this, but it doesn’t appear that we can do a request lookup based on customer ID (their domain). I suppose this would be possible with some custom SQL queries?
Again, thanks for the support and the growing feature list.