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How to enter Rep correspondence for a Ticket
Posted: 12 Jan 09 4:37 PM
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Using SLX 7.0.2
I have an interesting situation which I’m not sure how to handle. We have accounts listed in SalesLogix for customers and accounts listed for reps. Customer account contacts are personnel working for the account. Rep account contacts are personnel working for the rep company. But what do you do when the rep’s correspondence are part of the information and interaction related to the Ticket? For instance, the rep is exchanging emails with our personnel to help us understand the problem the customer is experiencing which the rep noticed during his on-site visit to the customer. He is helping the customer and our personnel work on the problem. But the Ticket can only be assigned to one of the Customer account contacts, not a contact from the Rep account. So every email which is dragged into the Ticket is going to be place in the Customer’s Contact Notes/History and not in the Notes/History for the representative. Changing the contact listed on the activity manually is possible but requires looking up both the account and the contact and can be a tedious job for every email back and forth between the rep. Of course, you could also reassign the Ticket to the reps account, but then the Ticket is being listed on the wrong account. This can create problems with Returns, Contracts, Defects, etc. If I drag the email into the Reps Notes/History I will not be able to associate the activity with the Ticket.
Does anyone have any suggestions on how to handle correspondence with a Rep contact when working on a Ticket for the Customer’s account?
Thanks in advance for the help! |
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