Grab from Case Pool

[iamnut]

Hello

I was wondering if the following is possible:

1) incoming e-mails get assigned a case number (know how to do that)
2) case gets assigned to one user, say 'pool'
3) two support users support1 and support 2 can go and grab cases
4) or an admin or help desk manager type user can assign cases to support1 or support2 (support1 handles certain types of cases, support2 handles other types of cases)

Right now, the only distribution methods are round-robin and least-busy. I would like to set it up as mentioned above.

Is this possible?

Thank you.

Prasad

[malcolmh]

Hi,

We have a similar requirement from one of our customers using PRO. Two ways we are thinking of doing this.

1) With PRO, setup a workflow to reassign users defined by round robin to the standard user
2) Add an additional option to direct assign

Stay tuned