Customer groups, CustomerIDs, agents, queues and groups

[kevinpattison]

Hey,

I'm having trouble figuring out the best relationship between these.

Situation: The helpdesk does two types of support for two different companies. The two types of support are: "Integrations" and "Standard Support" Companies are "Company A" and "Company B". Companies are either an Integrations company or a client (Standard Support), they do not overlap.

I have set up postmaster filters so that new email tickets go into the relevant queue, and default to "Company A" - "Standard Support"

I'm hoping that my auto-response can say something like "Please log into the customer portal to manage your case(s)", and give a link, but to do this I need to create a default group for new web customers, and it would have to contain all of the queues to ensure that a new web customer could access their tickets.

Is there any way of automatically creating a web customer and assigning then to a group (and therefore allow them to see only tickets in their queue) if a new customer sends in a mail?

Kevin

[crythias]

Customers don't have queues.
Queues are defined by who (agents) can handle the ticket as submitted.

If you enable Customer Groups, you can use ACLs and assign default group to web and provide just the one queue.