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Each Intervals account comes with a work request queue. The queue fields work requests that can be reviewed and turned into tasks. All user levels within Intervals can submit work requests by navigating to Tasks >> Request queue. This method requires users to login and physically submit a task queue request. If you have clients submitting work requests it can be challenging getting them to login and submit a work request. This is where using the email request queue can be very useful.If you navigate to Tasks >> Request queue there is an option on the left for the email queue:If you click on Email Queue Settings you can have Intervals check an email account on your behalf and jump start work requests via email. The Email Queue will check the email account that you have specified every 10 minutes and if there is a new request it creates a header alert and emails members of your team that you have selected to receive alerts of new requests.Here is what the header alert looks like:Here is a screenshot of he configuration page:Attachments in the email will be attached to the request/task as documents. On the Pelago side of our business we have all of our maintenance customers submit requests to a special work request email. Instead of emailing their project manager directly they can email the request to this email address and any member of our team can assign the request to jump start it. It helps streamline the flow quite a bit and allows us to give a hi level of customer service.
We are trying to find a way to create a process within our organization that can take advantage of Intervals as a support ticketing system. Because we are a full service agency, having one email for task que is a bit lacking. Right now we are dealing with web site support requests coming from our clients. I would really like to see having multiple email ques. job@, support@, quote@ etc... As you know support requests are very time sensitive and we need to get to them asap. I would rather NOT have that kind of request go to our traffic person. BTW, I am really happy with the talk of 2 way, task related email. As a former Basecamp user, this is what I miss most.
The Hopper and Email integration is currently in beta. More information is available here.
The Hopper/Email Request Queue has been updated and includes the ability to email a request directly to a project now. More information is available on our blog here.
I am struggling with the same issue as noted by WilliamConifer above. Our company is very interesting in migrating several support departments into TimeTask (currently only the Creative Department is using TimeTask). In order for our IS, Analytics and Operations departments to migrate to timetask, we need the ability to manage multiple queues. Having all requests and support tickets for all departments coming into 1 queue would be a nightmare to manage. Are there any near future plans to incorporate the ability to have multiple email addresses to support multiple queues?
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