Allow Existing CRM Requests to be Linked to a New or Existing Customer Record.
Because our store is setup to allow requests as a guest, we often get new customers asking questions via the CRM, only then to have it turn into a New Customer transaction. At other times, they are simply not logged in when posting the question, and then the CRM ticket gets orphaned in the process.
There should be a way to manually link the CRM ticket to a customer account after the CRM request is posted into the system - and at any time after the fact. Once a Customer Record is created or discovered, the SysAdmin could go back in and link all the appropriate CRM Tickets, responses, etc back to the appropriate Customer Account.
It’s difficult to imagine that this is too technically challenging, since there is already a way to achieve the desired results through a different process than is requested here. In this alternative, the CRM ticket is generated after the customer account exists, and all subsequent CRM request are then linked through the main Admin interface. This is indicative of the fact that an appropriate data structure and linking methodology must already exist. The key would be to then expose this raw link structure and allow a manual insertion of the appropriate data in the column within the database. I am unsure which way the link goes (Customer to CRM table or vice versa).
Scott Ingham commented
Customers use our contact us form on our site. The same customers also have customer accounts on the site. When they fill out the form on our site, it does not link to the customers existing account even though it creates a new ticket in the system.
The customer is using their unique email address, so why would this crm ticket not be linked to their existing customer account?
Trying to educate the customer that the only way for them to track tickets is to log in to their account first and then create a ticket from within their account, is difficult......and unnecessary.
Tickets created on the site, regardless of whether or not the customer is logged into their account, should still be reflected in the customers account.