System info:
OS Name Microsoft Windows Server 2022 Datacenter
Version 10.0.20348 Build 20348
Apache/2.4.58 (Win64) PHP/8.2.20 OpenSSL/3.1.3
MySQL80 (presume that’s our db)
and it’s prob 8.0
SuiteCRM Version
Version 7.14.5
Sugar Version 6.5.25 (Build 344)
My company has been using SuiteCRM for a long time. And they’ve created a less than ideal workflow up to this point. At the moment we have our tech support staff working off of one office 365 email that they all share and login to. We have each staff member see if there aren’t manually categorized emails (categorized by their name) and to categorize it as themselves to clarify they were working with that client. I’ve added OAuth and got some level of email working. However, we want to move to a more CRM based workflow. Our workflow at the moment has been to add a case to an account manually whenever there is a call or email. But we often overlook adding emails. We also need to be able to see if anyone hasn’t replied to a particular email within a couple hours. Is there a way we can quickly associate emails with accounts while keeping this workflow where we can keep an eye if someone else’s assigned email hasn’t been replied to within a certain amount of time? There’s some quirks about only the inbox working for office 365 emails in sugar at the moment. But I wanted to make sure this workflow could reasonably work in sugar before I attempt to fix it.
For context, I’m aware of auto importing emails but I’m not sure how we can minimize manual account association.
Anything that could help optimize our current workflow advice-wise would be appreciated.
Any help is appreciated!
Thank you!