Hi! I been researching the most that I can but still can't figure out what groups are for. Agents solve tickets based on Views that were defined based on groups, but no one knows which group they belong to, just what View they need to review.
I'm going to explained what my company did before I arrived. We need some people taking care, say, about Marketing, and other of Sales. Marketing issues are written to email@example.com and Sales issues to firstname.lastname@example.org. So they created a group calles Group A for marketing and Group B for sales. Then they created a trigger that asigns mails received in email@example.com to Group A and the ones received at firstname.lastname@example.org to Group B. Then, they created 2 views, one called Marketing and one called Sales and created a trigger that assigns everything Group A to Marketing adn Group B to Sales. I believe they should've just created both views and triggers that assign certain email address to each one, and forget about the groups, but I don't want to erase them because they must have created them for something, I just can't figure out why. I've read it makes the work of my agents easier, but how? I appreciate the help!
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