Cases / Helpdesk plugin

[Buckie]

Dear all

I am currently evaluating SugarCRM - first impressions... really nice! Good work to all the developers.

For my needs, the Cases module is a little basic - I am looking for a Helpdesk system for a small IT-Service company serving external customers. Unfortunately, without lots of additional programming, the Cases module is not sufficient. I have 2 questions:

1. Is there a plugin to expand the Cases functionality so that is can be used as a productive call logging system (time spent on calls, reminder notifications, history of steps to resolution, reassignment to another queues etc...)

2. We are also evaluating OTRS - a very comprehensive helpdesk system. OTRS can be configured to use other database backends. Anyone know if one can link OTRS to SugarCRM and how?

Thanks for your feedback.

Oliver

[yuvraj10]

Hi All,

We have also facing the same problem.
Does anyone have an idea about how internally(backend level) OTRS integrated with SugarCRM.


Thanks in Advance
Yuvraj