Customer Support: Inbound Email

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SugarCRM Inbound Email processing allows support organizations to better manage customer support requests through information sharing and routing. With Inbound Email Processing, users can create rules for in-bound e-mails and automatically assign cases to the right customer support representative.

Impact

• Shared group inbox manages and assigns cases based on workflow rules
• Automatically attaches to customer account record for better understanding of customer issues
• Issues can be prioritized and assigned

Resource Allocation

Manage team resources by prioritizing issues and allocating cases based on support rep case load and expertise

Team Escalation

Ensure certain incident categories are automatically routed to the right team for solution

Issue Monitoring

Monitor how issues are resolved in your organization and identify process improvements for issue priority and escalation definitions