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Notify an Employees Supervisor of changes to a help desk case.

edited Nov 22, 2019 10:27AM in CRM 1 comment

My need is to alert an employees supervisor to changes made on help desk cases the employee submits - in addition to notifying the case "assigned to".

I found this is not possible (support also found same).

So here is my workaround if you ever have the same need:

I added customer centre to the employees, then set sales rep on that customer record to the supervisor, now I can send alerts on help desk cases to that employees supervisor! (using the sales rep as recipient).

Works well, keeps supervisors in touch with the cases being worked on.

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