support@ emails and Sugar

[stonneway]

Can anyone tell me if Sugar will support something whereby a client can email a new support request to support@mydomain and have that email show up in Sugar as a new support job waiting to be assigned ?

Olly

[fachtopia]

Hello stonneway

I'd suggest to dig a little bit more on the Email configuration. Although you can pull emails from an account "support@company.com" and assign them to "something".

Is not a total ticket system like a Help Desk system, with all those functionalities up to now. But you can define what you want to do with - Incoming emails from support@company.com - which also you can assign to a group, etc etc

I hope that gives you a lead

And by the way, your - Add Invites on Schedule a call works as it suppose to be?

Regards

Fachtopia

[sugarchris]

While not 100% automated, the facility is there. Once emails are imported, they can be converted to many types, Cases being very prominent among them

I did explore fully automating the process, but no spam scanner is 100% and it would take longer to go through all the new Case/Leads/Contacts/whatever to find and delete fake records than it would for a CSR to click "Create Case".

Hope this helps.

[oliverm]

you wouldnt have to worry about spam scanning really. MS CRM v3 does it well; it recieves any email sent to support@ and puts it in a nominated queue. If the senders email belongs to an existing contact, then it also associates that email with a client/company in their history. Once the email is the queue it can be assigned and treated as any kind of object. If you get spam, then spam appears in the support queue and you just delete it.

Most people are able to pay very small amounts for good anti-spam on the server of their ISP, and more and more people are getting mail servers in their office, most of which have antispam as an option.

I really think that its something to look at.

But thats all beside the point. For small companies there is not always a CSR present, so there isnt anyone to create the case, besides, its quicker and easier, and more re-assuring for the client, to be able to send an email and see that a support case has been created. That way, clients could create a support case themselves while I was on the road; without that feature they simply cant create a case at all, coz i may not be near a phone and a pc with an internet connection to take down the details. As a result theres the embarassing phrase "can you call me back when im near a computer" even though they could have created one themselves.

Pleeeeasseee look again at it. I'd be happy to help test the feature with you.

[AlexXF]

Just look to InboundEmail.php module

If emal address found in your contacts database, then
+ Check mailbox type
+ If mailbox type is Case, then create case and assign this email

... About 20 strings in PHP.

But for me this method is inapplicable, because email can be sent to support, but this will be opportunities or something else.

[oliverm]

That sounds perfect for what i need, but i dont know anything about PHP in order to do it.

Is there anyone at SugarCRM willing to look at this ?

If i cant get SugarCRM working then i have to continue with SalesForce, which is expensive.

On that note, anyone know why im not getting any responses from the sales teams on my requests for license info and pricing etc ?

Olly