Customer Service and Internal contacts

[JusCuz]

I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? I have a use case where I need to allow cases to also be opened where the internal member may be the contact. 

Has anyone done this before? Has anyone had a use case where contacts needed to be internal users and successfully implemented this? (is there a parameter I am missing that makes this easy?)

[JusCuz]

yea...that's what's confusing me right now, I have it set to true, it should just be returning true and be good. 

[JusCuz]

Well there we go....needed to clear the cache after changing the parameter to true. ugh. It's now picking up properly.

[Robert_Cartwrig]

I just got another lesson on that a couple of days ago too.  I guess it will be repeated until learned. LOL

Glad you got it worked out!

[JusCuz · Accepted solution]

Setting this so I can mark the question as answered. When having cases where internal users are set as the contact, make sure you also have the system property "sn_customerservice.email.create_case_for_non_matched_user" to true, you may need to clear the cache for it to take effect.