Feature Request: Have THREE queues hiding new items until processed fully

Feb 7, 2010 at 7:59 PM

It might pay to have THREE CRM queues. For example, if you have a queue for "Support" for the company support email of "support@company.com:, in fact have 3 queues for support.

  • Support
  • Support inbound
  • Support pending verify

New messages would come into "Support inbound". This is THE queue that would have the actual email address associated with in of support@company.com. CRM QueueManager would pickup from "Support inbound" and if verification was being used, move to "Support pending verify" (and send emails, etc). If verification was not required, then move the messages to "Support". For emails that were moved to "Support pending verify", once verified, the message would move from "Support pending verify" to "Support".

This has a number of advantages:

* If you have a Gadget or you regularly check the main queue, (in my example above, the queue called "Support", you will only ever see messages arrive into that queue that CRM Queue manager has fully dealt with.

* You could also then add workflow processes in additional to CRM Queue Manager if you so desired, now the "Support" queue will not have "raw" unprocessed messages in it.

Coordinator
Feb 11, 2010 at 2:38 AM

I believe this could be achieved with a workflow. Have you tried that? If yes, what was the problem? You can always use caseattributes to help when building a custom workflow.