Hi All,

I've used SugarCrm in various roles previously, but this is the first time I've gone for a complete new install and integration.

The first thing I've found is I'm a little confused as to how the case management side of things work.

We have two teams - technical and customer service - and for each we have an inbound IMAP account. I've correctly setup Sugar to read the emails into each account, and create cases from those emails (which also get assigned to the correct account).

What I can't work out is how to assign those messages to a team, rather than a person, then notify the whole team of the new case/response and also if possible assign different ticket types to them as well?

I've gone through the documentation, and hoping I've just missed something stupid?!

Thanks
James

SugarCRM CE 6.3