Email manament that integrates with Acumatica

  • 8 March 2023
  • 6 replies
  • 131 views
I
Rank

Hello,

 

We are looking for a CRM helpdesk / support ticketing system / email manament software that integrates well with Acumatica.

Our goal is to be able to easily log emails that are managed from our Customer Experience Team in acumatica , in order to have the information accessible to all company users.

Ideally we would like to easily log new contact information in Acumatica from that software.

As a plus, we would like to be able to see Acumatica data from the email software.

 

Does anyone have any suggestion or experience to share on an email manament software that can easily integrate with Acumatica?

6 replies

DavidEichner
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Userlevel 7
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Hi @ImprovementManager 

Have you considered using the Support Case module within Acumatica?  Since system email accounts can bring in emails from an email account like support@yourcompany.com and automatically create a support case from the incoming email, you could set it up so that incoming emails for support are either manually or automatically assigned to internal team members using an assignment workflow for cases. You could also setup a business event that would post a notification via email, text or even a Teams channel post.

Alternatively, you could develop a connector to other CRM helpdesk apps to bring an activity into Acumatica for the related customer or order.

Best,

David Eichner, CPA

David Eichner, CPA - If I helped you, please *Like* my post/reply. If I provided an answer to your question, please mark it as *Best Answer*.
I
Rank

Thank you @DavidEichner , we are actually using the Support Case module within Acumatica but what we are looking for is something quite different as we need to manage emails. We also would like to log not only cases but activities and create business accounts for example.

We have been using an outolook plugin that has been customized for us so we can complete those actions from Outlook but looking for something more robust.

DavidEichner
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Userlevel 7
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Hi @ImprovementManager 

Sounds like you would need to customize the outlook plugin some more to add that additional functionality.

An email account like sales@yourcompany.com could bring in leads/contacts which could create the business account.  However, the activities would need to be an API call to add to the relevant entity activities.

Best,

David Eichner, CPA

David Eichner, CPA - If I helped you, please *Like* my post/reply. If I provided an answer to your question, please mark it as *Best Answer*.
M
Rank
Userlevel 3
Badge +1

There is  product  that Acumatica licenses - Exchange Integration.   It works with CRM. Allows customers to share contacts, Email, Task, Calendars   and updates to customers on Acumatica  Possibly you are using this. This allows your whole team to review communication.   With this product you activate users for its use which then sets up a system email within Acumatica. Something to reach out to an Acumatica to obtain more information. There is a presentation by Doug Johnson, its a bit old but will give you the general functionality.   Matt

Here is the link 

 

Acumatica and Exchange - Setup and Sync - YouTube

Matt
I
Rank

Thank you @mcraig95 , 

We do have the Exchange Integration, it’s not perfect but which works ok for the users that use Outlook.

Our Customer Support Team though is using and needs a ticketing system, it’s something similar to Zendesk and this kind of integration is not supported.

Chris Hackett
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Userlevel 7
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Hi @ImprovementManager were you able to find a solution? Thank you!

Chris ~ Let us know how we're doing: https://forms.office.com/r/xmJUdZ1QE5 - A member helped you, please *Like* their post. A member provided an answer to your question, please mark it as *Best Answer*.

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