Ticket channels routed by customer
Beyond routing tickets by email address, teamspace can route by customer — letting you sort tickets even more finely.
Channels by mail address vs. by customer
A ticket system sorts incoming mails by the address they arrived at — a sales channel on sales@, a service channel on service@, etc. Sometimes you want mail from a specific partner or customer routed into a dedicated channel. teamspace supports this: define a channel on the customer’s CRM record, and any mail from people belonging to that customer lands in the channel automatically.
Use case: large project
Long-running projects with many participants benefit from automatic mail documentation. Assign a dedicated channel to the involved companies. Mails from anyone at those companies are routed there automatically; replies stay in the channel and are matched to the right ticket by ID. Result: lossless project documentation with little effort.
Use case: key account management
Service desks often gather requests in a central pool. With key account managers in place, you can sharpen this: a dedicated channel per KAM, linked to the assigned key accounts. Requests go straight to the right person — less work for you, faster response for the customer. Escalation mechanisms release tickets to a substitute when a KAM is unavailable.
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