inbound emails? Possible with smtp?

[Dirky]

All I read about sugar seems to point to using IMAP for inbound email?
I assume its not possible for it to receive email from smtp connections as RT does?

I have an alias on my hosted server which points aliases like sales, faults etc to my request tracker box.
Ideally I'd just like to move these aliases to send email direct in to sugar? Is this possible?

Thanks
Mike

[Angel]

I believe you mean POP3, in place of SMTP, in which case, it is possible to receive for POP3 accounts.

However, it kind of sounds like what you want is to be able to send an e-mail to sales@example.com or whatever and have that trigger an automated process in Sugar that creates some type of data entry for you. If that's the case, you would need to do some custom programming for that to occur automatically.

[Dirky]

I believe you mean POP3, in place of SMTP, in which case, it is possible to receive for POP3 accounts.

However, it kind of sounds like what you want is to be able to send an e-mail to sales@example.com or whatever and have that trigger an automated process in Sugar that creates some type of data entry for you. If that's the case, you would need to do some custom programming for that to occur automatically.

Well all I need is for the email to come in (or be collected via pop3/imap), be assigned a unique reference number, auto reply to the user with this number and some other static info and then the email be assigned to a group or shared email box
where it can be acted upon.

Ideally it should generate a Case.

Is this possible?

Thanks
Mike

[Angel]

It is possible, but would require some custom programming work.

[Dirky]

It is possible, but would require some custom programming work.

Thats what I wasafraid you would say.
So although Sugarcrm open source looks great and seems to have some really nice features it looks like
it's probably not going to be suitable for a small helpdesk environment where email tickets/cases
is required.

Thanks

Mike

[Angel]

In fairness, I would underscore the point that Sugar is a CRM tool, not a helpdesk automation tool.

It is not uncommon for CRM systems to not have this functionality. Just as an example, Microsoft CRM also does not have this functionality either, even though it has been out in the market longer than Sugar and has a more robust service module out of box.

[peter.pants]

I'm currently planning a new installation of Sugar. I'm wondering what the best way is for us to deal with incoming customer enquiries. We get hundreds a day to deal with, so I think some sort of ticketting system would be best for us.

Has anyone any experience of this sort of thing? Ideally, I'd like something which could integrate with Sugar.

[Dirky]

I'm currently planning a new installation of Sugar. I'm wondering what the best way is for us to deal with incoming customer enquiries. We get hundreds a day to deal with, so I think some sort of ticketting system would be best for us.

Has anyone any experience of this sort of thing? Ideally, I'd like something which could integrate with Sugar.

I'm currently looking at OTRS for ticketing, its supposed to be possible to link the customer data from sugar and otrs, although I have no idea how

Mike

[peter.pants]

Mike, you'll have to let us know how you get on.

Do you think it would be able to deal with pre-sales enquiries - i.e people who visit our website, but haven't got a login account? I notice on the demo, you need to login before you can post a question.