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We have 2 separate support teams. One take phone calls and the other one manages tickets that are logged by email or via the client portal.
All tickets that come in via email use a specific request type so are routed without a problem but tickets that are logged by the portal are a problem. Those tickets use the same request types as those used by the phone based support team, which are the majority of the tickets.
Does anyone know whether there is any way of identifying a ticket that has been logged from the client portal?
Ask admin? It'll be better if the solution is system-based configuration (by the developer) rather than per customer based solution. Just my opinion.
using actions and a custom field (help request orgin with radio buttons for email, client via web, help desk call) I set all tickets (where tech=blank) to 'client via web'. I then created an action to change the custom field to 'email' for tickets that come in via the email request type, and get the help desk to manually select 'help desk call' for the rest.
works for us and creates a very good graph to see where the work is coming in from.................g