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Partner case tracking

Hi,

When logging cases on behalf of my customers and when my customers log cases themselves, I'd like to be automatically cc'ed on the case and view the case history.

Can this functionality be provided?

 

Thanks,

Chad

chad williams Answered

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Chad, 

Depending on the Interact rules you are using (if using Interact) or the way the cases are created, you can make a simple Workflow rule that will send you an email when a Case is created and to avoid receiving an email for all Cases created, you can specify the Criteria to include logic that will be based on specific customers or any field value for that matter.

For further clarification, we suggest you register for one of our Advanced Q&A webinars (see the link-> http://www.clarizen.com/resources/online-demo.html#second ).These are great resources for free consulting with our Customer Success Managers and visual answers to your questions. 

 

Sincerely, 

Boris Krutiy - Clarizen Success

Boris Krutiy 0 votes
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Boris,

I think there is a misunderstanding.

I am a Clarizen partner and have brought customers to Clarizen (CQS, Genasys Technologies, Unplugged). I want to know when they log cases directly with Clarizen through the Clarizen support  (https://success.clarizen.com/requests/new)  so that I can keep visibility of what issues they are having.

Does this make sense to you?

 

chad williams 0 votes
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Hi Chad,

I understand what you're asking for, however this is not possible from our perspective. We use Zendesk as our Support ticketing tool and this is not a feature that is available at this time. It is a great idea though :)

Vanessa Michau 0 votes
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