module for tracking customer incidents (bugs)?

SuiteCRM Forum - English Language SuiteCRM General Discussion
1

HI all,

Newbie here. Does SuiteCRM have any module allowing a customer service center (NOT THE CUSTOMER) creates and manage “tickets” for problems and tracking them until resolution?

Thanks

2

There is a “bugs” module which is very simple, and then there is the “Cases” module which is what I recommend.

You can try it on the online demo:

demo.suiteondemand.com

user: will pass: will

3

Thank you. That is looking good. Is there a way to “escalate” to a group and then handled by an individual?

4

Using the “assigned to” mechanism, you can pass the ticket around people in the company, and it will show on their home page “my cases” dashlet.

I don’t know about Groups, you might have to do some coding customizations for that. Unless you can simply assign to someone who is a “dispatcher”, and he/she assigns to group members. Or maybe you can leave the record unassigned, and have some procedure where people check unassigned records and assign them.

5

Thanks for the help. I think I solved my ‘group’ issue by having a group email distribution list.