Hi, I have a Help Topic "Test" and have a Ticket Filter:
Name: Test
Execution Order: 1
Stop processing: True
Target Channel: Any
Filter Rules:
Topic ID --> Equal --> Test
Auto-Assing To: TestAgent
Help Topic: Test
Filter Status: Active
So when the End User open a new ticket, choose "Test" from Help Topic comboBox, the Ticket Filter does not work, not assigned to Agent, but if I change the filter rules from Topic ID to Ticket Data Summary, then it works.
What's the matter? Why the Ticket Filter works only with Email channel but it does not work from the Web channel?
Thanks.