Customer change ticket queue

[Kris]

Hiya all,

We want to encourage our customers to use the customer portal instead of email.
To that end we decideded to assign new email tickets to the proper queues only once a day.
The email tickets have a queue called "Helpdesk" (duuuhhhh ) hehehe very original

Anyway, do you think it would be possible for the customer to change the queue from "Helpdesk" to the proper queue from the customer portal?
Just once, to get it out of the Helpdesk queue.

That way we don't have to do it and the costumer gets familiar with the customer portal

Thanks!
Kris

[crythias]

Change Queue? No. Queue is not for customers, it's for agents.
Once the ticket is in the hands of the agents, the agents need to determine the proper location, priority, status, etc.

[Kris]

Queue is not for customers, it's for agents.

Well yeah, but when they put in a ticket via the customer portal they must choose a queue anyways.
So I thought it could be handy if they could select/change the queue while it is still in the default email queue.

Or is that a crazy idea?

[crythias]

Or is that a crazy idea?

Who wins if the agent changes the queue?

[Kris]

Remember I only want to enable this while the queue is still "Helpdesk" and the ticket state still "New"
Well if the customer AND the agent would change the queue at the same time I suppose the agent should win.
In that case the benefit of the user assigning the queue is lost anyways.

But since it's not possible...
Or is it?

[crythias]

I don't know if it's possible. Theoretically, it *can* be if the field is available in a followup, but there's so much involved in the specific permissions for what you're trying to do, that I don't know if the time to implement is worth the benefit of telling your agents to do what the customers didn't.

Further, the question of getting the customer to 'Hey, you! come back! You didn't assign the queue properly" and how often they'll do this adds the question of your value of the implementation hassle. Note that they have the choice to choose the correct queue the first time; proper labeling of the queues and ACLs can help direct the customer based upon things like service change, etc.

And if the tickets come as email tickets, the customer isn't interested in using the web interface in the first place. Now you're telling the customer to be inconvenienced by doing what they avoided?

[Kris]

I'm not sure if we're on the same wavelength here

What I try to achieve is to encourage the customer to use the customer portal instead of email.
We've agreed to process email only once a day, at midnight. So every email ticket will be dealt with the next business day.
In the auto response we also explain that.
So if the customer wants to be served quicker they should either enter the ticket through the customer portal, or go to the customer portal and open their email ticket to assign it to the proper queue.

I hope that's more clear

[crythias]

In the auto response we also explain that.

Here's the deal, though. Either the autoresponse is "immediate" and therefore you already have the ticket in the system or the autoresponse is at midnight/11:59p which may be otherwise ignore as spam, because (in my mind) with whom humanwise do I do business that responds to me when I'm asleep about things I ask? (As in, you're only *NOW* getting back to me about my request? I get it that you want me to use the ticketing system, but I submitted this ticket at 5am...)

Like I said, though, if the ticket is processed through email *anyway*, what will prompt the customer who has already submitted the ticket to come back *just* to change the queue?

Before you say, "but I want them to use the web interface":
Yes, I got that and it's why I said that they can choose the queue on ticket create. That should be enough.