Does SugarCRM Manage Customer Tickets?

[vhanna]

Hello Sugar folks,

I manage an ecommerce B2B website (apache/perl/mysql). We need an interface within our customer help center area where existing customers or anyone with a pre-sales question can open a ticket and it can be routed and distributed to our customer service call center. Our reps at the call center can then respond back and forth with the customer until the ticket is closed.

Our call center manager and our executives would also like to be able to have a dashboard to see the open tickets, and be able to view and manage the effectiveness of our customer service staff.

3 questions:

Is SugarCRM the product for us?
Is this native to the core product or are their 3rd party add on products?
What is the cost?

Thanks !

Vic

[andopes]

Hi Vic

Is SugarCRM the product for us?
Yes, SugarCRM can do that.

Is this native to the core product or are their 3rd party add on products?
To fit your needs you should need the SugarCRM Portal for Zend Framework developed by Lampada Global, a free component for SugarCRM.

What is the cost?
The cost may depends on your specific needs.

You can ping me on skype (dtokeefe) or send me an email to discuss that.

Kind regards

[vhanna]

Hello Andre,

I had sent you an email response. Let me know if you received it.

I can be reached on skype also with my same username.

Thanks,
Vic