Assign a ticket to a team instead of specific user
When it comes to a ticket / contact request, being able to assign it to a team will allow several people to be notified so that a persion immediately available can respond quickly.
This would also allow to manage different teams with specific areas of intervention, as well as to lower the response delay.
Assigning tickets to teams is a requirement as not all users are 100% available, people take time off!!
Also this needs to be implemented as assigning tickets to individuals can lead to ticket resolution delays. Ticket resolution in our company is often a team effort as it should be, as not all tickets are straight forward. Additionally different teams will have different core skills as a team. I need the ability to assign tickets to the right team, the ticket assignee may not be a member of the appropriate team.
For those looking for a workaround, for now I have created a dummy user with an auto-fwd email address that goes out to the whole team. This user is automatically assigned to new tickets so we all get the notification and then someone can go in and assign it to themselves when they are taking that ticket.
This is not ideal, as it takes up a paid seat, but luckily my team was small enough that we had an extra available. It would be so much more efficient to just allow it to be assigned to a team.
