It seems that when logging a Concur Support ticket, sometimes they are picked up and addressed very quickly, while other times they seem to sit for quite some time. I suspect that this happens in cases where I may have chosen the wrong queue.
Is there a guide that explains the "Case Type" field to explain the nature of tickets that should be entered under each? Clearly, we waste everyone's time when tickets have to be reassigned between queues.
Thank you!
