Managing eSIM tickets in Znuny, does anyone have any feedback?

[Ramona]

Hi, I manage customer support for a company that sells eSIMs, and ever since we switched to Znuny about 3 months ago, I've been having a hard time organizing the ticket queues properly. The thing is, eSIM-related requests are a very specific category... customers contact us about profiles that won’t activate, QR codes that don’t work on certain devices, portability issues, basically, it covers a lot of different topics at the same time. And I can’t seem to find a queue structure in Znuny that lets me neatly separate these cases.

For now, I’ve created a mobile queue that groups everything together, but it’s a mess, agents don’t really know where they stand. What I’m trying to do is something like this: when a ticket comes in with the word eSIM in the subject line or body, it should be automatically routed to a dedicated queue with a specific SLA (like a 4 hour first response time) and tagged correctly for analytics. Has anyone already set up something similar for a very specific category of tickets? Or even just to understand how PostMasterFilters interact with existing queues...