New tickets from customers

[Product User]

When customer logs into the Web Interface to submit a ticket, how does the system determine who will be the ticket manager?



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[Support Team]

When a customer logs a ticket via the Web Interface, the ticket manager is taken from one of these places:

1) The Account Manager - in the customer's Account window, see the "Acct Mgr" field in the General tab. If this field is defined, the employee defined here will be assigned as the ticket manager.

2) If no manager is defined for the account, the ticket manager is taken from Tools > Options > Tickets (Admin) > Default Manager.