Adding pictures to a case

How do I add a picture/screenshot instantly to the case I create in Sugar Serve?

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  • I understand, thanks for your replies, but I am still very upset with this. Because in a good userfriendly interface I as an employee really want to create these cases quickly, imagine if I have to save each screenshot, upload them separately and not add text to a description of what the image says it will be very hard to understand the case. 

    I truly think Sugar needs to do something regarding this. 

    Best Regards,

    Sofia Jonsson

  • Sofia, 

    I suppose that most of the cases with images are created from emails (otherwise how support receives images to put into the case?)

    Would it be correct to say that in order to speed-up case entering,
    we should find a way to automate data population in Sugar, on emails are archived into CRM?
    So that, e.g. all the images upload to Notes attachments related to the Case or custom Image fields discussed above to be populated automatically from images in the email - with no additional clicks?

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

  • As an alternative based upon Andre's suggestions, maybe you can a Image type custom field to Notes instead? This way, your team can add multiple images with description as they work through each case.

    Having worked in and managed a support team, saving the case with the main problem description first tends to work better. It minimise the impact of computer errors (browser/computer crashes, lots of internet) as well as human error (forgot to save). Having images in Notes also helped with ongoing support process that requires multiple interactions.

  • Hi Dmytro,

    In our case, the support employee receives calls as well, and then they connect to the end customer's computer by Teamviewer and in this process, the employee needs to take screenshots quickly and attach them to their case they are creating in Sugar. 

    Best Regards,

    Sofia Jonsson

  • We would like to have it like in this conversation, I ask a question, you respond, I can see the whole conversation. I can add screenshots directly to my reply.  
    Couldn't that functionality be included in SugarServe?

    I know other case management tools have this functionality like:
    Zendesk, Hubspot, Kayako..

    Best Regards,

    Sofia Jonsson