Customer Service - Updating / transferring question type

[ukbaz]

Hi

 

we have set up different contact types in the contact form.

 

For example:

'product problem' goes to 'customerservice@

'product question' goes to 'sales@ etc

 

Options on contact form are

'problem with a product'

'question about a product'

 

And when a customer sends from form these values are assigned in Customer Service tab list view under 'Type'.

 

On opening individual customer service questions it is now possible to 'forward discussion to another employee/department - however it is not currently possible to re-assign the question type.

 

So if someone uses the contact form to ask a 'question about a product' when in fact they actually have a 'problem with a product' the question type always stays in the state originally chosen by the customer when sending contact form.

 

When transferring question is it possible to also re-assign question type?

 

Thanks

Baz