I suggest you ...

Customer Ownership

We have an IT director for each of our clients. This basically means that the technician or account manager is directly responsible for everything that has to do with that account. It would be great to set an owner to each customer record. This way you can build in notifications for customers that you own. ie Ticket created by a customer I own, notify me. Right now the only other viable option is to set a notification for ALL tickets that are created, which can get pretty spammy the busier things get.

This could also be bridged with the proposed tech groups. Potentially have a tech group own a customer or ticket, which would allow effective notification routing as well.

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Rob shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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