Hi, I'm trying to figure out a way to sort through our closed tickets by Help Topics. Unfortunately by having new tickets created by email there is no help topic assigned, is there an easy way to assign topics to already closed tickets?Thanks
Well that is not true. Emailed tickets are put in the Default Help Topic.If you want it to have something other than the default you would have to do one or more of the following:devise ticket filters to put them in other help topics using some criteria (probably not feasible)setup department emails and have each go to a seperate Help Topic by default.train your agents to edit the ticket and put it in the proper Help Topic (this is what we do)
Thanks ntozier, I was hoping there was a way to easily edit them after the fact, possibly in bulk. I agree option 3 is what needs to be done.Thanks