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Make it easier to create a ticket in the appropriate department

Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
suggested by George G
1

When you create a new ticket, the departments are in alphabetical order in the dropdown box.

In our case, that means the least used department is at the top of the list. It would be useful to be able to change the order of the departments so that they are in order of most used, with the one most used being at the top of the list.

Another option might be to link the choice of department to what the user mostly does. This might be possible if users or teams could be linked to departments, but I can't see that leading to a solution that would suit everyone.

Another option, which would not need any assumptions about the relationship between users and teams or departments, would just allow each user to choose the default department, i.e. the one that is at the top of the list. Ideally, it should be easy for a user to change this. This would best suit our needs, so I'm proposing that option.

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Comments (2)

  • Or perhaps, if it's easier to implement - once selected, the department should persist for any subsequent creation of a ticket.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • Part of the reason we have this issue is that sometimes people ignore the Department and just select the From email. This could be avoided if there was an option that only had Department OR From email on the Create Ticket form.

    That would suit any company, like us, who have a 1:1 relationship between Department and From email.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G

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