AnsweredAssumed Answered

Using Cases Internally

Question asked by Annie Warren on Mar 12, 2020
Latest reply on Mar 13, 2020 by Chris Raffle

Hi There,

Seeking guidance on how we might leverage the cases functionality for internal Sugar issues. Is anyone doing this? Right now we are using the help desk ticketing system and it's just not very user friendly and the reporting leaves a lot to be desired. I don't want to set my internal users up on a portal, they have enough log ins to remember.


I have tested out the automatic creation of cases via inbound email . It works well. However, does anyone know if I can...


  • Not have an associated company, since the company is ourselves.
  • Have the case automatically relate primary contact to a Sugar user because the senders email should match the Sugar users email.
  • Comment in the cases and have an email be sent to the sender with my comments.
  • Have the senders email replies be logged in the case