I need to be able to route a request queue to an email address rather than a specific user. I suppose I could create the user under a generic name with the email address; but unsure how the request can be accessed by a CS agent and completed?
Anyone know how to do this?
I'm not clear on why you need to do this, and whether or not your CS agents are also in Workfront, but yes, in theory although it's not good practice to add a user under a generic name it's something that can be done. Additionally your CS agents should at least have "contribute" access to the project that is housing the requests in order to access and complete them.
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