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Route unresolved customer emails to the right person with the case history.
The next support person gets the full email history and attachments, while your first responder knows who took over.
Alert the support team when a portal request has no safe ticket match.
Your customers get a reply with their ticket link after a confirmed match. Your support team hears about requests that need attention.
Keep incoming customer issues moving into the service desk at the right urgency.
Your intake queue shows the ticket number and link. Support gets the issue and files at the urgency your rules call for.