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How do I redirect from support to sales department?

Inquiries arrive via email into either of two departments: support and sales. We use a custom form on our web site with manual sorting in fb. Separate POP accounts for support and sales. Unfortunately, inquiries sometimes get sent to the wrong dept.

How can a fb user in one dept assign a case to a different dept if he is not a member of the other department? Users currently assign misfiled cases to me since I'm a member of both departments. I then change the department field and assign the case to New Case. I'm the intermediary, and I induce unnecessary delays in responding to customers.

There is a topic which suggests forwarding a case, but when I do this (even after eliminating the case number from the subject,) the correspondent is no longer the original sender. Ugh.

http://support.fogcreek.com/default.asp?fogbugz.4.10038.0

Is there a way to "redirect" instead of forward?

Is there a way for a user to assign to New Case and another department without being a member of the other department?

Any other suggestions?
Jeff Straathof Send private email
Friday, December 1, 2006
 
 
When you hit forward in FogBugz can't you change the From dropdown to the actual correspondent's email address?
Michael H. Pryor Send private email
Friday, December 1, 2006
 
 
The "from" field is a dropdown which I cannot edit.

Version 5.0.17
Jeff Straathof Send private email
Friday, December 1, 2006
 
 
I'm not sure there's a particularly good way to do this.  After forwarding it to the other mailbox, the next person to respond would have to remember to manually edit the To: address when they hit Reply.  Once an email comes into that case from the actual correspondent, this is no longer necessary, as FogBugz replies to the sender of the last incoming email. 

The redirect idea where the original email correspondent is preserved is an interesting one.  I'll add it to the wishlist.
Eric Nehrlich Send private email
Monday, December 4, 2006
 
 

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