In some cases it is beneficial to be able to direct a specific customer’s e-mail to a different group and/or individual than the generic support group. TeamSupport allows you to do this by assigning a default support group and/or use to the Customer record. Simply go to the Customer section, and select the Details tab, click “Edit Organization”. You will then be able to select the “Default Support User” or the “Default Support Group” for this customer so that any new tickets created by that customer will be routed to that group or individual.

This feature is commonly used for “high profile” customers that you want handled by a more experienced support group instead of being dealt with by the normal support team.

You can also handle custom routing by creating automation rules as well.

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