Sage CRM

If Sage is blocking our previous access to information such as emailing us when customer's log support cases, or when a customer receives new unlocking keys - if that customer has Sage CRM setup, is it possible to setup a monitor for this action/email and bypass the Sage ""confidential"" information lock down? I know this sounds underhanded...but I'm curious if it is possible.

@MoiraGoggin - I'm not sure what you are asking for here? Yes, you can set up notifications which are essentially actions that are triggered by data changes. But are you saying the customer would log this issue in their own CRM and then mark it as ""Sent to Sage"" or something like that?

Not exactly - after a support case is logged with Sage they send an email to ask if the issues been resolved. If your customer hasn't yet opted you in on Atlas to receive email notices of support cases, is there a way in Sage CRM to monitor for the support case email and then trigger and event, like emailing the reseller? Another example would be unlocking keys that had been sent to the reseller but seem to be now only sent to customer.

Are you asking if they file the email in CRM, could an alert be sent to the reseller?

Sorry to be dense here ... the emails go to the customer, correct? So you would need to set up Sage CRM Advanced Mail Manager to monitor the customer's email account. That won't work - at least not easily. Easier to put a rule in their Outlook that automatically forwards anything from sage.com to you. I would guess most customers wouldn't care if you did that.

That would be easier.