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Can billing questions go straight to one person?

Updated Help Centre 1.12.0Tested with WordPress 7.1

Yes. Under Settings → Support Desk → Automatic assignment, choose a person for the topic. New requests under it, and under its sub-topics unless you give those someone else, are assigned to that person as they arrive. While Email me when a request arrives is on, the new-request email goes to them as well as to your support address; with it off, nobody is emailed and the request simply waits in their Assigned to me tab.

It only works for requests where the customer chose a topic, so switch on Require a topic if you want every request routed. Customers can only choose topics that have at least one article, and the Settings screen marks a topic nobody can choose yet.

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A shop's Help centre page. A wide search field reading Search for an answer sits above four topic cards, Care and repairs, Orders and delivery, Returns and refunds, and Sizing and fit, each with an article count, a one-line description and links to its articles. A Frequently asked questions list starts underneath.