Method Community

We sell software and hardware, both direct and through resellers.

Our direct customers have customer portals. Our resellers also have portals because they pay us, so they're our customers too.

Those resellers have their own systems for invoicing their customers. But their customers open cases with us regarding the products. Some of their customers also buy direct from us, so they have their own customer portals.

Is it possible to let our resellers read the cases in their customers' customer portals?

If that's not possible in a reseller's portal, should we simply add the resellers to the emails regarding their customers' cases?

Thanks,

Josef

Hi Josef,

This should be possible - but would require some fairly extensive customization. Firstly - You would need to identify These Customers as belonging to a particular Reseller (Perhaps by using a Sub:Customer/Job relationship) which may involve a re-working of your existing workflow.

Its certainly the easier option to just include Resellers in Customers Case related Emails - but if you were looking to build out a full solution, let me know and Im sure we can go over some high level stuff together.

Thanks Josef.

-Ben

Great, Ben. We'll start with copying resellers in case related emails while we tag the end users by the resellers they bought from. We want to know that ourselves anyway. Then we'll see how the resellers' portals shape up, and confirm that they'd actually use their portals to read up on their customers / end users. If so, I'll come back to you and we'll work up the customization.

cheers,

Josef