Inbound Email/Case Mgt and Reply/History

[benoitx]

Hi *,

I apologize in advance if this subject has been discussed to death but I have not found specific and recent information about the best way to tailor SugarCRM for the purpose of HelpDesking. We have dabbled with SugarCRM 3.x a couple of years ago, now this requirement is more precise.

- people can send an email to support@xxxx
- I would like this email to be downloaded and assigned a case automatically
- I would like an auto-reply to be sent with a Case number assign on subject so that ANY subsequent replies would be assigned to the same case
- Once the case created, it can then be assigned to a group of people "first line support",
- the case can then be associated with a contact.
- Support people can reply via SugarCRm so that everything gets logged..

At the end of the day, I want to be able to see all the cases raised by a client, what they were, who fixed what, when? and how long it took.

Is it something supported out of the box with SugarCRM Open Source? or the Commercial version?
If not, what needs to be installed/configured and where is the documentation for that?

Many thanks in advance

Best regards from London
(yes, the English one!)

Benoit

[ruchida]

- people can send an email to support@xxxx
- I would like this email to be downloaded and assigned a case automatically
- I would like an auto-reply to be sent with a Case number assign on subject so that ANY subsequent replies would be assigned to the same case
- Once the case created, it can then be assigned to a group of people "first line support",
- the case can then be associated with a contact.
- Support people can reply via SugarCRm so that everything gets logged..

At the end of the day, I want to be able to see all the cases raised by a client, what they were, who fixed what, when? and how long it took.

Hi,

I think most of your requests are accomplished by Sugar Open Source, but there are some areas that Sugar does not do.

- I would like this email to be downloaded and assigned a case automatically

Sugar does not automatically assign an email to a new case. You need to manually create a new case from an email. Once a case is created, consequent emails regarding this case will automatically assigned to the case.

- I would like an auto-reply to be sent with a Case number assign on subject so that ANY subsequent replies would be assigned to the same case

Sugar sends an auto-reply email when it receives an inbound email, not when a case is created. So the auto-reply email does not have a case number yet at the time of replying.

- Once the case created, it can then be assigned to a group of people "first line support",

The concept of a "group" (team) can only be achieved by Sugar Professional or Sugar Enterprise.