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It is possible to add mail automation upon creating a Case in SugarCRM?

Clinton Canarias

Good Day!

Hello Everyone,

I just wanted to ask if it is possible to add an email automation upon creating cases. This email notification should work if the support team creates a case record in SugarCRM, or if the customer sends an email to the support email address that has been configured for auto case creation, or if the user creates a case in the SugarCRM portal, where it will notify the users related to that ticket has been created.

Because I`ve been looking an email template for ticket create but it wasn`t available in email template.

Regards,

Clinton

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    Hi Clinton,

    My understanding of your described challenge is definitely achievable. 

    You mention a goal to "notify the users related to that ticket." If you are referring to notifying the assigned to user that the case has been created by any other means than them creating it, or it getting assigned to them after its creation, Sugar's stock assignment notification in every module does what you have described here.

    If the users are related to the case by some means other than the assigned to, a SugarBPM process definition or a classic Workflow can be designed to target other users.

    Regards,
    Patrick McQueen
    Director, SugarCRM Support

  • 0 in reply to Patrick McQueen

    Hi ,

    The thing that I want to achieve is that when a customer sends an email to support, SugarCRM will automatically send an email to the customer informing them that a ticket/case has been created for their concern.

    Addtional what is the use of this New Case Auto-Reply Template in Inbound Email?

    Regards,

    Clinton Canarias

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