Different Support Emails For Each Category

[ghooke]

HI,

I posted this also in the ' New Features '' section, but I thought I would post it here as well, because there may be a solution to this that I am missing..

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My company develops software products and rather than have separate support desks for each product, I have just the one ‘ corporate’ HELP DESK, and I have put my software products in ‘ Categories’ in that help desk.

The big problem is that I can only create a single support email address, so when I get email notifications about a product, those emails all get dumped into the one single email address.

This then becomes very cumbersome, and time consuming to sort those support emails out into the specific products

I would love to see a new function that would allow me to create different ‘ support’ email addresses for each separate category.

That way when I receive an email I know exactly what product that support ticket is about.

I think this is so important that I would be willing to pay for a ‘ Premium’ version of HESK if it contained this functionality.

I hope you’ll consider this idea as a priority

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Look forward to hearing

--Glen

[Klemen]

I'm afraid there is no such feature planned, because HESK sends notifications per user settings, not per category settings.

One thing you could do is create different (virtual) HESK users - one for each category and each with it's own email address. This way when a ticket is submitted in a category the notification would go to the specific user's email address.

But this is just a messy work-around as HESK was not designed to work this way.

One alternative solution that will be available in version 2.4 is to include category name in email subject. So in version 2.4 you will be able to make the email subject appear like this:
"Category name: This is a test ticket"

[ghooke]

Thanks Klemen,

It sounds like your suggestion about putting the ' Category' name into the email 'Subject Line' might just work.

I can then setup ' email rules' to redirect the emails to the specific product email folders in Outlook

So, have you any idea when version 2.4 is going to be released?

[Klemen]

2.4 beta should be out relatively soon, hopefully in May. Will be posted on the forum initially.