How would I setup priority support for certain customers?
Let's say I have 3 important customers. They can by identified by their domain name:
a.com
b.com
c.com
The other customers are normal customers.
For the important customers I want the ticket priority to change. Nothing more. But how?
What we do now is create a PostMaster Filter that check the email from field and changes the priority.
This works well but is there another way?
What if we have 30 or 300 important customers. PostMaster Filters will become hard to manage.
How to set up Priority Support
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crythias
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Re: How to set up Priority Support
Postmaster filters are agnostic to the customer demographics. If you want something to happen, you have to tell OTRS to do it. Alternatively, give your VIP users a different email address and filter on To.
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Re: How to set up Priority Support
I assume you are speaking of customers and not customer users. Your customers must have a customer ID. You can use a generic agent and use the Customer ID as Ticket Filter and Priority = X as ticket action.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache