Customer Service Management (CSM) Internal vs External Support Ticket Creation
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‎02-24-2020 01:14 PM
Hello Everyone,
We successfully implemented CSM last year. One of the issues we keep having is the difference between submitting cases and incidents. Our customer submits cases. However, our internal employees (who work on the same system as our customer does) want to submit cases as well. We feel this is not the right behavior because the CSM system is designed for external customer usage. We also feel like you have to have that segregation of data to keep things accurate and easy to report on. We think if an internal employee needs to submit a support ticket that can just submit an incident. This is causing them some heartburn because they just don't understand why they can't submit cases instead.
Has anyone run into this problem yet? If so, any feedback on how you handled it would be appreciated.
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Customer Service Management
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‎02-25-2020 07:30 AM
External users should be using the /CSM portal and the Internal users should be using the /SP portal ?
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‎02-25-2020 10:00 AM
Right, thank you for answering! It seems the want to raise cases internally. We may end up creating some type of catalog item on our internal SP that will allow them to create cases on behalf of external customers.
