Assigning Tasks and Requests to Groups... how do I?

Guys,

I've spent many hours exploring Zoho Support and we are generally satisfied with the system. I'm trying to understand how a system that has so much to offer can be missing GROUP assignment and queue functionality. I am hoping that there is a way to resolve this issue. Can someone either clarify that this can be done (and tell me how) or how to get around this?

We currently assign tasks to a group (IT, Software Engineering, QA, Trainng, Implementation, etc). There are multiple members in each of these groups and these members have access to these group queues. Each member picks an item from that queue and works on it. Otherwise, how would someone from a particular department pick someone from another one?

So, for instance, assume John (Implementation group) wants to assign a request to the training group. John doesn't know if he should assign it to Sally, Jimmy or Peter (all part of the training group). Honestly, John is not supposed to directly assign something to an individual.

Am I forced to have John assign it to the Training manager and then have to ensure the training manager assigns it to Sally, Jimmy or Peter? This process makes it very dependent on the training manager. What if the training manager is unavailable or, more importantly, doing more productive things with her/his time?

I'm sure others have faced this issue and there may be a simple way around it. I'm just not seeing it.

Thank you for your help.

Samuel

Zoho Developer Community

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