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Best way to ask someone (CRM User) to look into customer's email

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Posted on by Yaqub Ahmad

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Hi experts,

We have a common queue support@example.com. All support related emails are coming into this queue. We want to assign them to different users but there are no defined rules that we follow. We decide based on each email and then ask someone to look into that specific email.

So now we have few options to do it:

- We can assign email to that user.

- We can add that specific email to user’s personal queue.

- We can forward that email to him.

Which approach would you recommend and why?

Regards,

Yaqub

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Rawish Kumar 13,756 on at

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RE: Best way to ask someone (CRM User) to look into customer's email

Hi Yaqub,

It really depends on the users/business as in how they are trained in.

However , the first two option looks good if you do them sequence. You simply assign them the required emails and also add it to the queue(if you dont add to other queue , the current queue with explode one day with so many emails, i am sure you have some way of handling it though)----> setup a view and share with the users.

you can automate this by creating a workflow on creation of queue item -- you can check in the workflow if queue item type = email and queue == something and also if any other check you need , then you assign to the required users/team.

let me know if that's is what you are looking for.

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