Adding pictures to a case

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. 

Hi Claus,

Not really, we would prefer something like a "diary" form. So the employee could see the whole conversation without needing to open each mail, reading that one, then look at the answer, etc. We would like a totally new view for handling the correspondence between the end-customer and the employee which is more overviewing than the email composer. 

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..

Claus Schiller

With the release of Sugar 11.2 and further improvements in 11.3, the Timeline View probably goes a long way to resolving this ?

I agree with Greg Barrass, I think some of the recent Serve features may address some of these concerns:

• The Timeline dashlet was introduced in 11.1 and subsequently improved in 11.2 and 11.3 to show a chronological history of the interactions on the record including emails, notes, and others.
• Adding multiple attachments directly on the case was introduced in 11.2 so you can now collect all files directly on the case instead of within related notes.

Hope this helps.

-Brenda

Hi Sofia Jonsson,

we from provalida have created a plugin pvBlox that not only allows you to copy & paste (inline) images into an email which might be usefull for your service agents but also has a library of self designed email text templates including template variables which can pull information from any field in modules related to your cases (images included) :-)

This is how it works on my Sugar :-)

If you are interested in having a demo please drop an email to my collegaues -> sales.projects@provalida.de

Bests

Björn Canales Pfisterer

Technical Support Manager

provalida GmbH

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https://www.provalida.de

support ( at ) provalida.de