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Custom/Business Rules : alway gladly accepted

Flexible Business Rules or auto assignment of tickets, auto notifications, etc.

Multiple AND/OR Conditions & Actions – ability to configure rules based on various field dependencies and perform multiple actions (i.e. update status, reassign, email alerts, etc.)

Rules Logging – ability to configure log events for each rule.

Ability to Route Inbound Emails to a Particular Support Queue (requires the optional Automatic Email to Ticket Module below) – automatically route incoming emails to different support teams or departmental “queues” based on the email address it was sent to (i.e. hr@… goes to the HR Queue, it@… goes to the IT Help Desk queue, etc.)