Cases / Conflict Control

[animax]

Our company has been successfully using EspoCRM for years. We consider it one of the best customer management systems available. We would also like to use the cases section for our customer support. However, we have a question before doing so:

We have several people working in customer support. How does Espo ensure that multiple people aren't working on a case at the same time? In other words, how does conflict management work? Does this only work with the assigned user, or is there some kind of notification to other customer support representatives when a customer support representative is currently viewing the current case?

[heint]

Greetings, animax,

There are many possible ways to implement the described logic, but I would recommend using the Role Management feature.

Add all customer support agents to the same team, assign a role to this team, and set Case edit permission for this role to own (assign user). This way, only the Assigned User will be able to edit this record.

If you need someone other than the assigned user to edit the target record, you could implement the Collaborator feature for the target entity. This feature allows you to grant permissions to the person of the target record without changing an assigned user.

If you have any questions about implementing this logic, feel free to ask.

[animax]

Hi,

We've tested everything, and so far we're working with it.

I still have the following questions:

1. Sometimes customers send multiple emails about the same topic. Our "Supporter" would then merge these incoming cases. Now we've noticed that only the admin can do this. Is that correct?

2. Our system sends system messages via a "System Email" stored under "Outgoing Emails." Unfortunately, I haven't found an option yet to assign this system email to a team, e.g., "Supporter." How does that work?

Thank you in advance for your reply.

[Kharg]

Not even salesforce merges cases automatically if it’s a duplicate, unless it’s a reply for the same thread.

you could probably develop a custom workflow action to merge cases if the issue is a duplicate, but how would you find out?

[animax]

Hi, I seem to have misunderstood what I'm saying. This isn't about the usefulness of such a feature.

EspoCRM offers the ability to merge cases out of the box. However, we've noticed that this is only possible for administrators. The "Merge" function doesn't appear for other roles.

The question now is: How can members of a specific team also merge cases? Where is the setting for this?

[yuri]

Merge is available for users who have both edit and delete access for records being merged. As merging implies record deletion, the user needs to have access to delete.

[victor]

2. Our system sends system messages via a "System Email" stored under "Outgoing Emails." Unfortunately, I haven't found an option yet to assign this system email to a team, e.g., "Supporter." How does that work?

Do you want only users in the "Supporter" team to be able to send emails from a specific email address, or do you want every email from an email address, such as "test1@test.com", to automatically have the "Supporter" team added?