5.1b - "reply to" for auto answer cases

[roblaus]

Hi,

I sadly realized that bug 25572 wasn't included in the latest fix although the topic was touched.

Somebody sends a support request to support@example.com, the request gets picked up, a case is created and an auto answer is sent to the customer. Unfortunately there is no way to tell the system that the SUPPORT address is to be used as reply-to and NOT the general system "from" address. Now all subsequent correspondence to this case go to say info@example.com and and the relation to the case is lost.

Worse: A new case created on this way won't show, neither on the homepage nor in the cases list view if there is one restriction set. Means: if your list view is set to display NEW cases only this new case won't show. It only appears if you empty the search panel or assign a company.

[dgilroybs8]

Hi Robert,

Did you ever get anywhere with this? I would like the same thing. This is the way I describe the problem.

When you are on a Case and click on Compose Email we would like the default “From” address to be our support email address of sugar@conscious.co.uk rather the user's email address.

This would only be the case when sending an email from a Case. This is to ensure that when a case is responded to from our end and the submitter then replies again, the email goes back onto the Case History.

However, thinking ahead, how does the SUgar user then know that someone is responded? Is there some kind of Case History update alert sent to the user?

Regs....David.

[roblaus]

Hi,

Kind of. I had a conversation with somebody from development and they said that the bug will have been fixed in 5.2. But I didn't check yet. One thing I recognized though: it seems as if the "reply to" fields work at least for campaigns. I din't check the auto replies.

Your requests go one or two steps further:

1. A case comes in by email and creates an entry in cases
2. An auto reply with the correct "from support" address is generated and sent
3. A manual response from within the case should also show the general support addtess rather tha the user's
4. An alert should be issued as soon as something happens with the case.

Point 4 is handled in Pro, no idea whether alerts can be achieved with any add on tool. Point 3 is more difficult given Sugar's email setup. But I will test if I find the time.

rgds