chriscorcoran Posted May 24, 2018 Share Posted May 24, 2018 Hi, we are about to launch a new product to our customer and with it we want to capture all issues during the training\bedding in period, during normal hours this is fine but out of hours, our servicedesk is closed. I'm thinking if we setup a separate email address and hornbill mailbox would it be possible to automate call logging so that the ticket is raised automatically out of hours? as anything hitting this mailbox would be assigned to the same categories and team each time, I need to make sure that out of hours calls are assigned to a 3rd line team so they would get notified by email. I do have a plan B which is just create a shared mailbox with a distribution group to third line and then service desk staff can log calls in the morning, but just wondered if anyone does anything clever with Hornbill. Any thoughts? Thanks Chris Link to comment Share on other sites More sharing options...
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