Hi all--could anyone point me to a good source for understanding cases and queues better? I am setting up an internal Service Desk, and would like it to have the following features/functionality:
1) external individuals can email the Service Desk (SD), and will receive an auto-reply letting them know we are processing their request and will respond within X hours.
--in addition, I'd like some mechanism to *prevent* an auto-reply under certain conditions (e.g., based on sender, subject line, etc).
2) SD staff can all see the incoming requests in a common queue or list, and can choose which items they will own (e.g., maybe that's "pick" in the case of queues, or "assign" for cases? not sure)
3) communications and other activities related to the original request are tracked and recorded with that request
4) requests can be marked as closed/resolved, and the resolution time is recorded
I have set up a SD queue already. Some of the functionality I'm looking for seems to be within Queues, but other features seem to live within Cases. I feel like I'm not understanding how these were intended to be used together, and perhaps a general education would be the best place to start. Interested in any suggestions you may have--
Thanks,
Franco
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