A smart queue would bunch together tickets from the same email address, or at least classify them together. Treating each email as a completely separate contact is dumb.
I'm interested to hear whether people have found a good way to do this.
I've had a couple of jobs where support reported to me. In those cases, our end client had a help desk of some form that was escalating to us, so it wasn't unusual to get small laundry lists of whatever their admins couldn't deal with.
I greatly prefer to have those lists split out into individual tickets.
Granted, our systems provided the ability to pull up a view of all tickets associated with a specific POC or client, maybe that's all you are asking for. I just wanted to point out that i haven't seen any shops where it was obvious that what you're asking for was easy or correct.
I've had a couple of jobs where support reported to me. In those cases, our end client had a help desk of some form that was escalating to us, so it wasn't unusual to get small laundry lists of whatever their admins couldn't deal with.
I greatly prefer to have those lists split out into individual tickets.
Granted, our systems provided the ability to pull up a view of all tickets associated with a specific POC or client, maybe that's all you are asking for. I just wanted to point out that i haven't seen any shops where it was obvious that what you're asking for was easy or correct.
If you have an example i'd love to hear about it!