Today RSTicketsPro provides:
- Multiple departments for receiving tickets
- Multiple email addresses through the cron

In addition, there are 8 default email replies which are sent by different triggers.

It would be useful to provide departmental email replies as well.

I see this working like this:
- maintain the approach you provide email replies using triggers
- add a 'department' field to each email reply which allows you to assign which department(s) will use a particular email reply.
- when the trigger / event is kicked off, the routine would search first for an email reply that matches the department of the ticket. if one is found, then send that email reply. if not send the default email reply.

In theory, if I had 3 departments then I could have at most 32 different email replies. 8 x 3 departments and the 8 default (original) email replies. However, in practice, one would probably only create a few additional ones for a given department rather than all 8. For example, it is probably not necessary to have specific email replies send to the support staff so I would use the default one. Whereas the reply to the customer, I would have 1 per department.

Why would this be of benefit?
In many situations we provide different replies for different situations to the customer. For example a customer ticket related to sales / orders may provide information related to delivery times, how to check the courier tracking number, etc. Where as a ticket related to "contacting us" might provide the office addresses and hours of operations. In addition, many companies tend to offer different FAQ pages depending on the topic or different locations within the knowledge base.

End of the day it's about providing more specific information to:
- help the customer resolve the problem on their own;
- improve the level of customer service and satisfaction;
- increase sales through up-selling / cross-selling;
- appear more professional

Hope you consider this in your next release.

Thanks
Chris

Hello,

Thank you for your suggestions. It would be best to actually post them in the Feedback area so others can vote on your ideas. If these will get a lot of votes it will increase the chance to be added in the future revision:

http://www.rsjoomla.com/suggest-extensions/rsfeedback.html

From my point of view that is a very good improvement for this component.

I like to use the component to have a several departments like:

- Technical Support of Point of Sales devices.
- Technical Support of Mobile devices.
- RMA requesting for defective devices (repair service).

Is imperative to have a different 'emails reply' for each department, fort example: when a customer have a broken or defective one device, it need to request an RMA number in order to start the repair process, the email reply that we need to send to this customer is absolute different than the email reply that we need to send to a user that send a ticket for "Technical support department".

I included your purpose in the feedbacks section, I hope that others user help us to vote this capability.