How to make Cases viewable by accountmanager

[rfrancocantero]

Hi,

We have a team of accountmanagers and a team of support engineers.

The customers (accounts) are divided per accountmanager.

We're looking for a way where a Support Engineer can create a CASE on an ACCOUNT which is assigned to the accountmanager where both team Support Engineer AND the corresponding Accountmanager can follow this case. I've noticed that if I create a CASE as a Support Engineer and add the corresponding ACCOUNT but DON'T ADD the Accountmanager to the case, he will never see it and we want to keep our Accountmanagers in the loop so that they know what's happening with their customers. Or is there another way to tackle this?

[Kharg]

Consider assigning to an additional team or consider using multiple assigned users

https://docs.espocrm.com/administration/multiple-assigned-users/

[rfrancocantero]

Consider assigning to an additional team or consider using multiple assigned users
https://docs.espocrm.com/administrat...ssigned-users/

Thanks! This might work, however, when assigning to more than one user; how does this work if the Accountmanager leaves the company and another Accountmanager takes this Account over. Will he then be able to see the cases? Since they were assigned to the "old" accountmanager?

[victor]

Add the new Accountmanager to the records that the old Accountmanager had access to using Mass Update (it means adding another Assigned User): https://www.espocrm.com/tips/mass-update/.