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Using something else than Labels to sort queues

Luis Cabezas

Hello,

Currently, we are using labels to sort queues for each IT 'department'. For example, an issue comes in and we add the label [IT]Networking -> goes to Networking queue.

Is there another way to make this happen? The reason I am asking is because anyone had accidently misspell a label and create new ones. They can also accidently put a label that goes to the wrong place by not typing it correctly.

Thank you

Accepted answers

Jack Brickey

I would use Components for the very concerns you raise.

All comments

Jack Brickey

I would use Components for the very concerns you raise.

Alexander Bondarev_x6gjf3

Hi, @Luis Cabezas !

i think the easiest and the most comfortable way is creation new custom field with select-list, where you will check the certain Actives of company(for example, "Networking" etc). Then use this field to certain queues.

Also you can show it on Portal for Customers then use different automation rules, etc.

Luis Cabezas

Hi, @Alexander Bondarev

Currently, we use RT software for our help desk software. In RT, each IT “department” such as Desktop Support, SysAdmins, Networking, and others each have their own queues.

When a ticket comes in it goes to an unassigned queue. Then Desktop Support distributes those tickets to their respective IT department queue.

The way we are currently testing this function to be as similar to RT is to use labels. So a ticket comes in the Desktop Support would add a label to the ticket, and that would be sorted to a queue.

The problem is what I described above. That labels can be misspelled or assigned incorrectly. Anyone can create new ones as well.

So, I am looking for input as to what would be a better way of sorting tickets to queues for different departments.

Currently @Jack Brickey suggested using components. Going to try it this week to see if it can be helpful.

Any other suggestions would be great as well since the team might want to use components to list actual components.

Thanks.

Jack Brickey

Perfect UC for Components however, Request Types might work as well depending on how you have set them up today.

Luis Cabezas

This has been working good. Thank you!!!

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