Working with the Support template

Use the Support template (Support.js) with Email Management to handle emails effectively in a customer service environment.

This example uses a mailbox on the company's email server called support@domain.com. Customers can log customer service issues using this mailbox. The example describes what happens when an email is received by support@domain.com from a person or company in the Sage CRM database.

  1. Kieran O’Toole, a person in the Sage CRM database, sends an email to support@domain.com to log a customer service issue.
  2. An auto reply is sent to Kieran telling him that a case has been logged. It includes a Case ID. If Kieran's email already contained a Case ID, a new case would not be created.
  3. A case is created and logged for the Customer Service Team. The case is included in the list of cases associated with Kieran O’Toole. It is also listed in Team CRM | Customer Service, because Customer Service is specified in Default Ruleset Assigned Team. For more information, see Adding rulesets to Email Management.
  4. Two communications are recorded against Kieran, one to acknowledge receipt of his email (Email In) and another to signal that an auto reply was sent (Email Out). The Email Out communication is also included in Team CRM | Customer Service.
  5. When Kieran replies to the email he received from support@domain.com to say that he has managed to get the software up and running, an Email In communication is recorded against Kieran and also in Team CRM | Customer Service.