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Assigning Customer Service Cases to Different Users via the Sugar Portal

Angel Ruiz

Hello everyone,

I would like to ask for your assistance regarding a prospect. The prospect is a customer of a supermarket chain, and their use case involves creating customer service cases. The customer service team needs to have the ability to create cases and send them to a central team for further follow-up. In this regard, I believe that the Sugar portal would be an ideal solution for allowing the supermarket staff to enter cases and providing full access to the central team in Sugar Serve for follow-up.

The challenge lies in creating cases that can be assigned to another person. Currently, when a case is created through the portal, it is automatically assigned to the user who is logged into the system. In this scenario, the user accessing the portal would be the supermarket staff creating cases on behalf of the customers.

Do you know if it is possible to achieve this directly through the portal?

Thank you for your help!

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  • 0

    Hi ,

    We route cases created through our support portal in a similar fashion:

    When new cases come in, our process definition works in parallel to send a notification to the contact and, if the 'Source' field equals 'Portal', we route the case assignment to our desired queue. If the 'Source' does not equal 'Portal' (meaning the case was created directly in Sugar), we end the process as the creating user is responsible for assigning it as necessary. 

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

  • 0 in reply to Chris Raffle

    Hi , 

    Thank you very much for your input.
    I think the flow that you use to keep the client informed is excellent!

    In the case of use that we want to make, one of our ideas is to make this notification, however, until now I have not found how to configure it so that when the case is registered it can be related to another contact, not necessarily who is making the register of the case through the portal user, which is the main use case.

    I hope someone in the community has done something similar before and can help me.

    Best,

    Angel Ruiz

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  • 0 in reply to Chris Raffle

    Hi , 

    Thank you very much for your input.
    I think the flow that you use to keep the client informed is excellent!

    In the case of use that we want to make, one of our ideas is to make this notification, however, until now I have not found how to configure it so that when the case is registered it can be related to another contact, not necessarily who is making the register of the case through the portal user, which is the main use case.

    I hope someone in the community has done something similar before and can help me.

    Best,

    Angel Ruiz

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