Best Practices Question

Service Desk

02/06/2015 972 views
Can I create label's and use those labels to assign a ticket to.  For example our IT department has several entities  App support , Network and Development.  Instead of assigning to individuals they (management) wants to route to a group and than assign to individual.  I don't think I want to set up a new Queue for each department.  Looking for best practice. 
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  • When we implement service desk for customers we usually configure additional dummy analysts with a set name ie _Q_App Support or _Q_Network Support so that you can assign a ticket to a support area. If you then set up custom views for the technicians in_Q_App Support to see this dummy analyst and their own assigned tickets, they will be able to see any new tickets assigned to their work area. You can also set custom ticket rules to alert all group members when a ticket is assigned.

All Answers

By creating labels you are defining the default queue(s) you want each person to be able to see. However this will not restrict them from seeing other queues if they do a 'Custom View' or 'View all tickets'. Typically best practice is to define specific queues per group under each label. By doing this you can then define the default email for tickets created in a certain queue.

If you are not worried about each group seeing the other tickets you can use one queue and define the email by category.
Answered 02/09/2015 by: Druis
Third Degree Green Belt

You can't use labels to assign ticket owners. We use the same technique that Hobbsy suggests in the comments.
Answered 02/09/2015 by: chucksteel
Red Belt

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