Creating cases and issue with customer notifications

dborey — Tue, 10 Jun 2014 17:22:37 GMT

I have a question pertaining to the way Cases are handled for notifications.

So currently, I have several email templates setup just for Cases. They pull the Cases data to notify the customer when a new case is created, changed or closed. Here are a few scenerios and issues.

First, when the case is sent to the customer it currently is being emailed from the staff user. So the customer is seeing the From email address is myname@mycompany.com. I would like to have the cases sent from a catchall email like support@mycompany.com. So I went into the Customize>My Account>Default Email Preferences and changed this to support@mycompany.com. But when the customer receives the email, it shows From: support@mycompany.com On Behalf Of myname@mycompany.com. Is there any way to stop this and have all Case Notifications just come from support@mycompany.com?

Next issue, the case notification includes a portal link that is auto generated by Method. So the email template shows http://urlforportal/ and then when the actual email is sent it has an auto generated link so the customer can view/update/close cases opened under that contact. When they click on the generated link, all it asks for is their email address to login and then it brings them to a Customer Service tab with the cases list of opened cases for that Contact. I don't see anywhere that I can customize that portal, since it's being auto generated by Method. I tried going into the Portals section, created a portal for Cases. But this gives them access to way more options, such as being able to assign cases to specific staff members.

The auto generated portal only asks for the customers email address and they can access simple information such as their case activity, updating their case and closing it. They can also submit a new case/question (another issue I will address). The Cases portal I created, they have access to way too much. It pretty much looks like the same as we have access to as Staff. And the customer should not be able to assign cases to anyone specific. So how do I customize the Customer Service portal that is being auto generated by Method?

Also, if the customer submits a new question/case from the auto generated portal it automatically assigns the case to the owner of the company. I see no options anywhere on how to stop this. I would like to either change the default assigned to for new cases from the customer service portal to myself, or have it unassigned so that one of the techs can grab it from the general queue.

Any help with these issues would be greatly appreciated. I've spent over a week trying to get these issues resolved and have scoured the help files and KB articles to no avail.

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Creating cases and issue with customer notifications