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Using Cases Internally

Annie Kielian

Hi There,

Seeking guidance on how we might leverage the cases functionality for internal Sugar issues. Is anyone doing this? Right now we are using the help desk ticketing system and it's just not very user friendly and the reporting leaves a lot to be desired. I don't want to set my internal users up on a portal, they have enough log ins to remember.

I have tested out the automatic creation of cases via inbound email . It works well. However, does anyone know if I can...

  • Not have an associated company, since the company is ourselves.
  • Have the case automatically relate primary contact to a Sugar user because the senders email should match the Sugar users email.
  • Comment in the cases and have an email be sent to the sender with my comments.
  • Have the senders email replies be logged in the case
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    Definitely it is a good idea to do that, but once Cases module requires a relationship to some Account record then you need to create an Account record for your Company and a Contact record for each Employee as well.

    By enabling the Scheduled Job Pull Monitored Inboxes all emails, whose subject has reference to a Case, will be automatically linked to that specific Case record, once the Inbound Email account has Create Case enabled.

    Good luck!

    André Lopes
    Lampada Global
    Skype: andre.lampada
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  • 0

    Definitely it is a good idea to do that, but once Cases module requires a relationship to some Account record then you need to create an Account record for your Company and a Contact record for each Employee as well.

    By enabling the Scheduled Job Pull Monitored Inboxes all emails, whose subject has reference to a Case, will be automatically linked to that specific Case record, once the Inbound Email account has Create Case enabled.

    Good luck!

    André Lopes
    Lampada Global
    Skype: andre.lampada
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