William Fogelsanger
We are having an issue when tickets are transferred to other departments, the ticket is staying in the original phone number. We want the ticket to switch to the team's default phone number no matter how it was transferred. Admins are having to transfer to a team, then change the communication number to that team's default phone number.
i.e, when a ticket is created in a location's Paid Sales Lead team (which is a phone number only the advertising agency should know), the ticket is automatically transferred to that location's Sales team, which has a default phone number of (location) Main Line. However, the phone number stays as the location's Paid Sales Lead phone number. No customer should ever have this number, so we need the system to automatically assign the team's default phone number to tickets that get transferred to them.
I understand maybe the thinking behind it was to keep it in the same text for the customer, but we have too many phone numbers that we don't want customers to have, and we don't want employees replying from those numbers as well.
Second example:
We also don't want one location's Parts responding to a ticket that originated in another location's Parts using the other location's Main Line number. We would want them to respond using their own phone number assigned to their location's group.
This will create a separate text on the customer's end, but that is just what needs to happen.
We have customers calling/texting other stores to speak to folks who work at other locations because they responded using another team's phone by accident due to the system not applying their phone number when the ticket was assigned to their team.