Case Management Implementation for Internal Helpdesk

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Posted on by Eddie123

Hi,

We are trying to roll out a basic case management implementation for our internal helpdesk support tickets but ootb case management in CRM requires a contact to be associated with a case. We do not want to add our internal users as contacts in the system to avoid known synchronization and email tracking issues. Switching all contact lookups to user lookups would be too much customization and might introduce cascading issues. Auto-case creation also automatically creates contacts if none exists in CRM for that case. How can we track cases by users while taking advantage of the CRM ootb auto-case creation from emails and auto-routing rule functionalities? How is everyone else using CRM for internal helpdesk issues? Any ideas/feedback would be well appreciated.

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ThomasN 3,190 on at

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Hi Eddie, thank you for reaching out.

I have solved this issue before by creating a custom entity for internal ticket tracking. I created a quick create form whish allowed users to quickly generate a record. I also added lookup fields to all major entities most frequently used so users could access them through the related records navigation and generate an issue for a specific record. Having all these on the form required a bunch of business rules but it was worth it for the user experience.

I created views, and workflows as well to manage assignment and updating the user on progress. This takes work, but is the best way for internal ticket tracking.

Please verify if this answer was helpful, or ask some more questions or concerns I may help you address. Have a great day!

-Tom

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Aileen Gusni 44,524 on at

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Eddie,

For the internal employees you create as users already?

If yes I think the From in the Email will refer to the User not Contact right?

So you can actually track cases by users by checking the type of the regarding field in the Email entity, is that a Contact, a User or even an unresolved email.

Thanks.

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Eddie123 on at

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Thanks a bunch for your answer, Tom. You are right about that approach taking a lot of work and for the information we are looking to capture from the user, a bunch of business rules as well. Nonetheless, I will give it a shot in my VM to see how it turns out.

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