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Request Queues: Ability to assign email requests to a specific queue topic

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Level 4

26-08-2022

With request queues, I would like for requests that are emailed in to be assigned to a specific queue topic. Currently, they get randomly assigned which then applies the routing rule from the randomly assigned queue topic. These are usually getting assigned to the wrong topic and wrong people and the work is getting delayed because of it. It's also causing other people additional work because they are having to re-route work that is not theirs. 

 

I think it would be nice if there was a setting on the queue topic where you could check a box or something to say that all requests that are emailed to the queue should be assigned to this topic. 

 

Thanks!