Thank you, for the link to the recordings...

Hi!  We have an app that uses SuperOffice: protocol from the desktop (via SuperOffice web extensions), and sometimes SuperOffice reuses the tab and just jumps to the entity you wish, but also sometimes, a new tab is opened.  But remember, if you are typing on something in SuperOffice, e.g. an appointment, you don't want it to jump to another place, you want a new tab to be opened. So I think SuperOffice do it as they should, even if they sometimes open a new tab, even if you are not in editmode on the current SuperOffice page.   BTW: we also use Crossmessaging in other products and it is the same pattern we see.

Hi David, That's brilliant, I even looked in the user settings and missed it, so thank you for pointing this out. Trevor

Hi, Eirik.   I´m not sure if this will be the exact answer to your question. But this is how we solved it at support.   We took a bit different approach to this at support.  So instead of building a deep hierarchy only with only categories we build two different hierarchies.   We used the standard category function for keeping all team-related things apart.  The Swedish team has its own 2 categories and the Norwegian team has its own and so on.   But we had several things that were not related to  who  had to do the request but rather  what  the request was about, and this structure was is the same for all the teams or at least for all support teams.     What we did was build a hierarchy structure in a separate table and used it for putting requests in the right area, you can call it some kind of categorization.    So the standard categories are used for the team structure and  where in the organization  the requests are and  who  should handle it.    And the custom table (Support product area) is  where in the product  structure the question was about.    I used this forum post as the foundation for building the structure. https://community.superoffice.com/sv/technical/forums/api-forums/service-crmscript/cannot-create-a-hierarchical-table/     I have one table where I add the items. And then I have a table relation pointing back to the same table. And then relation to this from the ticket table. As you can see the item “Target” has a relation to “Dashboards & Target” and that one has a relation to “ Navigator 100”   Some limitations exist and are good to know about. There is no “soft delete” meaning that if you delete a value in the list then the information is gone from all requests with this value. And you can´t do big restructuring after you have started to use the system since it can be problems with the hierarchy levels after you moved them around.

I tried that but the sent reply does not end up in the ticket wich makes it a bit confusing for the support crew. I would also want to add a CC on the ticket to the sales crew but found no way to achieve that either. Any ideas?