It sums up to this: The customer doesn't need to tell you who they are (again, via queue) in order for agents to provide services to them. It should be enough that they're authenticated and in your database.Why do you always say don't use customer based queues?
The customer shouldn't need to select *their* queue for services that agents provide to everyone.
Almost every question posted here about "How can I restrict customers to this set of queues?" may be removed if you only provide queues for things your agents can do.
If your customers have the same CustomerID, *that* is the placeholder for the "queue" you seek.What about reporting?
Then use CustomerBased queues. Otherwise, change your search defaults so it looks like this: Enable: Ticket::Frontend::AgentTicketSearch###Defaults###CustomerIDBut I like the queue based grouping!
Defines the default shown ticket search attribute for ticket search screen.
Then use Customer Based queues, if it's the only way that makes sense. Alternatively, have agent based queues and use CustomerGroupSupport to be members of the group assigned to the Queues for those agents. That way you can share agents (but tickets stay private per customer).But I have specific agents dedicated to specific customers
This is of course, only an opinion. If you have one you'd like to share, go for it.