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Multiple Support Origins
I have created a support routine out of email customers a link to an on-line case form. When this is submitted, it goes into the cases list and each form is assigned to the relevant person based on the title of the case form.
I am now setting up an origin that would be captured by filling out a second online form in pretty much the same way.
This second origin however, must take priority and thus I would like to alert the support team by a different email and also change the escalation rules so that these cases are escalated within hours as opposed to days.
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