{"id":5826,"date":"2015-12-12T04:39:21","date_gmt":"2015-12-12T04:39:21","guid":{"rendered":"https:\/\/tst-blog.myenterprise.in\/?p=5826"},"modified":"2025-01-13T09:58:11","modified_gmt":"2025-01-13T09:58:11","slug":"sugarcrm-case-management-support-ticketing-system-trouble-ticketing-system","status":"publish","type":"post","link":"https:\/\/www.bhea.com\/blog\/sugarcrm-case-management-support-ticketing-system-trouble-ticketing-system\/","title":{"rendered":"Using SugarCRM as Case Management System \/ Support Ticketing System \/ Trouble Ticketing System"},"content":{"rendered":"\n

SugarCRM<\/a> comes with many customer support automation features<\/a>. Customer Support or Service teams <\/strong>use multiple terminology for this activity. Whenever a customer encounters any trouble or issue with the product or service, they would like to report to the company that has provided the product or service.  Some companies call the reported complain as cases and some of them call them as tickets and a few of them call them as Issues or Trouble Tickets or Service Ticket. <\/p>\n\n\n\n

Some companies call the Support Team \/ Service team as help desk or service desk<\/strong>. Because the support team<\/strong> is basically helping the customer who has issues \/ troubles with the system<\/strong> it is called help desk or service desk.<\/strong><\/p>\n\n\n\n

In a way the CRM<\/a> we use for Customer Support Automation<\/a> is also called help desk software or service desk software or customer support tool or Case Management System or Trouble Ticket System. Whatever be the nomenclature, it is all about Customer Support Automation<\/a>. This article is about how you can transform SugarCRM Case Management features into a  help desk software or service desk software or Trouble Ticket System.<\/p>\n\n\n\n

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SugarCRM<\/a>\u00a0provides Cases and Email Modules to handle\u00a0Customer Support Automation<\/a>. You can easily change the \u201cCases\u201d<\/strong> module name to \u201cIssues\u201d<\/strong> or \u201cTickets\u201d<\/strong> or \u201cTrouble Tickets\u201d<\/strong> or \u201cService Requests\u201d. <\/strong>In\u00a0SugarCRM<\/a>\u00a0it is just a minute configuration task to change \u201cCases\u201d module to whatever you want across the board.<\/p>\n\n<\/div><\/div>\n\n\n\n

Case \/ Ticket Management<\/h2>\n\n\n\n

The Cases module can be customised to capture all the information about the issue or complaint customer has. Whenever a new record is created in this module, it automatically numbers and time stamps so that it can be tracked on how much time it took to close the Case. <\/p>\n\n\n\n

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The life cycle of the compliant is managed with the Status starting from \u201cnew\u201d to \u201cClosed\u201d. Customer Support is all about what happens from he minute a customer has complained about his problem \/ issue till that is resolved by the customer support team.<\/p>\n\n<\/div><\/div>\n\n\n\n

Case Creation<\/h2>\n\n\n\n

Cases can be created by the support team members manually as and when they receive an email or phone call. Or as and when any employee receives this information. <\/p>\n\n\n\n

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But the main things is how do we automate this process so that there is no requirement by the customer to connect with the company to raise a complaint.<\/p>\n\n<\/div>

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Creation of Cases through Email<\/h2>\n\n\n\n

SugarCRM<\/a> can be configured to capture all emails coming to a common email id like support@company.com<\/a>. All emails are captured automatically in SugarCRM Emails module and the moment an email is received the system is configured to create a Case \/ Ticket.<\/p>\n\n\n\n

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It can also be configured in such a way that the tickets are manually created after an executive sees the email.<\/p>\n\n<\/div><\/div>\n\n\n\n

Creation of Cases from website<\/h2>\n\n\n\n

You can create a small case creation form on your website that uses SugarCRM Web Services API to create a case directly in SugarCRM<\/a>. <\/p>\n\n\n\n

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This way customer can register his complain anytime of the day by email or the website form.<\/p>\n\n<\/div>

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Allocation of Cases:<\/h2>\n\n\n\n

 Cases can be allocated to the customer support \/ service team manually or automatically. Customer Support and then switch to auto allocation.<\/p>\n\n\n\n

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A company can decide to manually allocate in the initial stages of implementing CRM for <\/p>\n\n<\/div><\/div>\n\n\n\n

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Manual Case \/ Ticket Assignment<\/strong><\/h2>\n\n\n\n

SugarCRM Business Process Automation Component<\/strong> allows you to create Case Communication templates and design a workflow<\/strong>. A manager from the support team<\/strong> can do a first level qualification of each Case<\/strong> and allocate to the right team \/ right person<\/strong> for further action.<\/strong><\/p>\n\n\n\n

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And now if the volume of cases \/ tickets<\/strong> is very high a manual allocation may be very difficult to handle. Sometimes the team logs into\u00a0CRM<\/a><\/strong>\u00a0and can open each case and self allocate the case to them depending on how much time they have.<\/p>\n\n<\/div><\/div>\n\n\n\n

If the company has incentive mechanisms the customer support team members basically manually allocates whatever cases are available the moment they finish answering \/ responding to a case.<\/p>\n\n\n\n