Managing Cases in Sugar

by Lynn Catterson on March 21, 2016

Sugar has a Cases module that can be used to keep track of your customer service or support cases. We use it here at W-Systems to make sure that support issues don’t fall through the cracks and make sure that problems get resolved in a timely manner. There are several components to how we manage our cases including Inbound email rules in Sugar, creating cases via Riva, linking activities to cases, and Sugar Dashboards.

We use Inbound email rules in Sugar to create cases for new emails into our support queue. The Inbound Email Rules can be found in the Admin section of Sugar.

We utilize the Case Macro so that cases get assigned with unique numbers.

In the example below, cases are assigned to the Support team. (If you are not familiar with creating Teams in Sugar, more information can be found on the SugarCRM Support Team Management Documentation link.) The email message is used to create the case, so it will have the information from the email in the case. The cases are assigned using the ‘Least-Busy’ method, meaning the member(s) that have the least open cases. The ‘Round-Robin’ method can also be used to distribute cases evenly between members of the team. We have configured our rule to automatically send a response template to the support requestor so that he or she knows that the request has been received and that someone will be contacting them to resolve their issue.

The Cases module automatically sends the Sugar user an email when a new case is assigned to them by another user. The email contains all the information on the support request.

Because we use Riva, a 3rd party add-on tool for Sugar, we also have the option to drag and drop and email into a –Create New Case folder in Outlook to create a case in Sugar. This is helpful when a support request comes into an individual member of the support team.

The case will automatically be linked to the appropriate contact in Sugar, providing there’s a matching email address in the database. If there isn’t a matching email address in Sugar, then the case will be unlinked and can be linked afterwards when updating the case status.

Riva can also sync existing case folders to user mailboxes, so we also have the option to drag and drop email correspondence related to the case to a specific case folder. Riva will sync it attach it to the Sugar case.

It’s also easy to use the Quick Create option in Sugar to create a case. Use the + sign on your Sugar toolbar to access the Quick Create menu and select Case.

The cases module can be customized with fields to track the service or support data that your company needs.

Members of the support team can utilize Sugar filters to see their cases, recently created cases, cases with a particular status, open cases on a particular product, etc.

When a case is resolved, the user can mark it as closed so that it won’t appear on the list of open cases.

Meetings and calls can be linked to cases to track sessions relevant to case resolution.

Documents can also be added to cases if they are relevant to case resolution.

Case Dashboards can also be an excellent way to keep an eye on open cases and getting metrics. We have created custom reports to track our cases by product, cases by month, open cases by status, days to resolution, etc. These reports can be used on Dashboards as well.

Some examples can be seen in an earlier blog post: How We Use Sugar's Dashboards

Your W-Systems consultant or support team can assist with configuring settings for case management, creating reports or dashboards.

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PRODUCT: SugarCRM

AUDIENCE: End Users

Lynn Catterson
Application Specialist at W-Systems
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