First you create 3 groups (g_software, g_hardware, g_other) and then 3
queues (q_software, q_hardware, q_other), assigning each queue to its
corresponding group (q_software to g_software, etc.).
Now create agents and assign them to groups according to your needs. One
agent can be in many groups, n
I was wondering if someone could suggest the accepted approach(es) for
handling the following scenario...
A company has help desk department that supports only it's employees.
There are three categories of support tickets (ie hardware, software,
other). Each category should have it's own queue.
