I have embedded data set up on my contacts as tickets need to go to multiple different rep managers. We have client rep managers and provider rep managers, I have set their names as the Q_TicketOwner accordingly (a contact can only ever be a client OR a provider)Here is where I am missing something... I’ve entered it on the ticket data as shown here in red, but what am I supposed to put for the Owner up at the top? Right now all the tickets are going to this person even though I’ve added Q_TicketOwner to the ticket data section.

Hello @kgillis,Currently, only a Qualtrics user can be designated as a ticket owner. In your situation, I recommend creating two users: one for the client representative manager and one for the provider representative manager. During ticket setup, establish conditions to determine which user should receive the ticket based on distinguishing data. Then, set up two ticketing workflows: one for the client representative manager and another for the provider representative manager. If there are numerous users, consider creating a group email ID for efficiency.Let me know if this helps.

Ticketing based of embedded data | Experience Community

Sign up

Login to the Community

Scanning file for viruses.

This file cannot be downloaded