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

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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? 
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Cecile Glassy, Champion

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Posted 2 years ago

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Mike, Official Rep

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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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Cecile Glassy, Champion

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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)