|Right now we have different group folders for tickets, and within those tickets, a generic "user" so that people know it's a pending ticket that has not been picked up yet. The way it is set up right now, if someone submits a ticket to the wrong address, we have to first reassign it to the correct group's generic username and then move it to that group folder. If you Reassign it but don't move it to the other folder, that team doesn't see it. If you Move it but forget to Reassign it, you have to track it down in the other folder and then reassign it to the generic user. |
It would be great if there was an option to do one or both in the same action. "Move / Reassign" where you can select the appropriate user and or group (folder) and if you only change one, it leaves the other field unchanged.