Customer Success Manager SHOULD BE automatically notified when customer opens a case

Can we get some info on why our Customer Success Manager is not automatically notified every time we open a support case? This is not rocket science. I have to notify our CSM with the case details etc. via email every time I open a case. Why is this not automated via the ZenDesk Ticket system?

Cecile Glassy, Champion

22,088 Points

Posted 3 years ago

3 years ago

Mike, Official Rep

94,378 Points

Hi Cecile. I'll change this post to a feature request. At this time we only use Zendesk for certain Glip customers, while the majority of our support cases are handled through Salesforce. In either case I agree with the concept of having a notification go to the Account Managers.

Everyone please vote on this if you'd find this helpful.

Thanks

Mike

(Edited)

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1 person likes this

3 years ago

Cecile Glassy, Champion

22,088 Points

Thanks Mike - we are not using GLIP because we spent more than a year training all staff through our organization on using Google Hangouts as our messaging app before we adopted RingCentral last June. So it seems a little weird that we are in the ZenDesk channel, thanks for letting me know.

(Edited)

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