The cases module of BuddyCRM can be set up so that your customers can send you an email and this raises a new case. This the cornerstone of a customer success or support solution, by ensuring all emails are caught within your CRM system.
When an email is sent to the support email address, the system will create a new case within the Triage Cases section of the Cases module. You can think of Triage as a ‘holding pen’ for new enquiries, where they can be assigned out to your team. You access Triage from the Cases module like so:
To action a case, click ‘edit’ on the right-hand side:
If a case has been received from an email address not in your CRM system yet the user can take the following actions:
If the case in triage is associated with an existing contact, then you can simply assign the case to move it out of triage.
If a case is not needed (for example if it is spam or junk) you can select the case using the checkbox to the left, and click ‘delete’.