I am in need of guidance. We are in the process of implementing Sugar for our Sales, Support and Marketing teams. I am head of Support. We currently use RT for our inbound email support requests. While all well and good, not good for our growing business.
I need help with how Sugar "expects" to handle inbound email support requests? My implementation team is confused as to how we turn emails into cases (in a reasonable, "least busy", delete spam sort of way). We also need guidance on how other organizations handle the tracking of phone calls that are inbound to Support.
Any advice, tips, tricks, etc you can offer are much appreciated.
Thanks,
Amber