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What group should this be assigned to?

Last Updated: Apr 25, 2014 03:49PM EDT

This list of email addresses and easy instructions within Desk.Com should assist users in assigning cases correctly the first time.

  1. To assign an email to a group other than your own DO NOT use the ‘assign to group’ in the left menu of the opened case.   Instead use the MACRO “Transfer” and select the group.
    • If the group/team you need to send to is not part of the “desk.com” platform then forward the email to the specific email address.
  2. If unsure of which group/team/email to assign to a case, do not guess or mark it as spam.  These are WINDSTREAM customers!  Use the MACRO “Unsure of Group” and the case will be assigned to the admin group for review and assignment.
  3. Avoid using the groups that start with the VP-name.  These are used only to keep track of licenses and should not be assigned cases.
Remember - Do not assign to groups with a VP- title as they are for tracking only!        

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