I am new to Heat. We have a Heat administrator who is on maternity and I am hoping someone here can help with three probably relatively easy questions. Happy to give it a go myself with a starting point.
1) Is there a way to multiple bulk assign tickets from the unassigned queue instead of doing it individually?
2) Where should I be looking to have tickets auto-assigned depending on key words in the subject line?
3) Lastly certain actions trigger certain events. For example closing triggers are an email to the customer. I want to change this trigger to only go out to customers dealt with by certain groups. Can someone point me in the right direction?