As a reservation system

[decaires]

I'm looking for a solution where customers will send a reservation request email, it's created as a case (I've got this part sorted already) and res agents will be able to respond to the customer in the case window (need to figure this out).
Also, we want to use a single installation for multiple companies so we'd like to have cases created by a specific email only visible to certain agents. For example email going to companya@mail.com creates a case which is only visible to agents working for companya.

Any help or nudge in the right direction would be great.

[Angel]

Sugar is not designed to be used by multiple companies. While you can apply some security restrictions and adapt certain features to somewhat give you what you want, the fact it is not designed for that will eventually become a problem.

See here for some additional thoughts on that point: http://cheleguanaco.blogspot.com/201...-multiple.html

[decaires]

Thanks for that response. I'll stick with multiple installations to keep the data separate.

with reference to reponding to new cases from within the case window, ie a reply button. Is there a way to do this? What I'm looking for are steps like the one listed below:

1) Customer emails sales@company.com to make a reservation
2) New case is created and customer email address is captured.
3) Res agent picks up case and can reply to customer in two steps:

a) Open Case

b) Hit reply

4) Optionally, the agent can then fill out further details from the customer as a contact.

Note that we currently use a form for emailing from our website but we also have repeat customers who simply email the reservations address

Thanks

[Angel]

It would require some custom code, but it is certainly possible. Of course, you'd want to make sure you are capturing the email address in a specific field each time, or it won't know who to email. A more elegant solution would be to have it automatically use the primary email address of the contact that is associated with the case.