When tickets are submitted on the portal or email, you have the option to define which Group the ticket will be associated with. A common group for customer service is usually designated for this but you have the option to select any group you have created. When a ticket is created via either one of the portals, all members of the default portal group will get an e-mail telling them that a new ticket has been created. To define the default portal group, go to Admin/My Portal/General tab. Setting the Default Group on a Per Customer Basis To override the default group on a per customer basis, go to the Customers section, select a customer, then edit Details tab to set the Default Support User and/or Group. When any contact within that customer account submits a ticket, the ticket will be assigned to either the user/group you defined. |
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Customer Portals >
Default Portal Group |