Hi

I am not a partner but I have implemented Sage CRM as a support system and I am part of the Sage development team for Sage CRM.

From a Sage CRM perspective, the product can work very well as an internal IT ticketing or case management system, and a number of partners and customers have adapted it for this type of use case over the years.

The obvious starting point is the core Cases entity, which already provides much of the functionality needed for IT support management. You can configure different case types for incidents, service requests, hardware issues, onboarding tasks, complaints, change requests, etc.

Some of the key Sage CRM features that are particularly useful for an IT ticketing solution are:

• Workflow
  Sage CRM’s workflow engine is very flexible and can guide tickets through different support paths. For example:
  • New Ticket → Logged → Assigned → Escalated → Resolved → Closed
  • Separate workflows for incidents vs service requests
  • Approval workflows for equipment purchases or access requests
• Escalations and SLA Management
  Cases can be escalated automatically based on timings or conditions. This is useful for SLA monitoring and ensuring tickets are not left unattended.  This can be very sophisticated but there are simpler options within Sage CRM if there isn't the need for this.
• Notifications
  If you do not need full workflow complexity, the built-in notification and escalation functionality can still provide automated assignment, reminders, and alerts based on data changes or elapsed time.
• Advanced Email Manager
  This is often one of the most important features in a support desk scenario. Inbound emails can automatically create and assign cases, link communications, and drive automation.
• Solutions Entity (Knowledge Base)
  The Solutions area works well as an internal support knowledge base for common fixes, procedures, FAQs, and troubleshooting steps.
• Dashboards
  Dashboards can provide a Kanban-like operational view of open tickets, escalations, overdue work, technician workloads, and SLA performance. The dashboards are especially powerful because they combine reporting, workflow visibility, and operational management in one place.

From a customization perspective, common enhancements partners often add include:

• Priority and severity scoring
• Asset or device tracking
• Technician assignment rules
• ITIL-style categories/subcategories
• Parent/child case relationships (there is an example component in the download section that demos this) 
• Custom SLA timers
• Portal or self-service ticket logging (self services is another big topic on its own and there are partner tools available to make this simpler)

One of the strengths of Sage CRM is that you can start relatively simply and then evolve the solution over time as the customer’s processes mature.

Hello,

Thanks for coming back to me and this is really helpful in getting my head around implementing this type of system into Sage CRM. Would you be able to provide any screenshots of example customizations?

I think you need to start thinking through what you need to accomplish for the support team before seeing other people random customization. 

There are lots of resources to help you understand concepts in Sage CRM on this site or on the Sage Training and Support YouTube channel.

This is a component that demos child cases
See: Add Child Cases 2025
This is a component that demos an additional case workflow
See: (+) Example Case Workflow 2025 - Example Components & Developer Resources - Sage CRM - Community Hub

You can find the YouTube Channel here:  https://www.youtube.com/@sagesupport

There are lessons that cover, workflow, notifications, escalations and SLAs, the creation of reports, dashboards and how to hand inbound emails use the Advanced Email Manager.

Hi Grant

That is a very broad question, it is like saying I would like to build a house, can you offer examples. Of course we can but first it is helpful to understand what are the key priorities you're trying to address, normally reporting can help decide what information is needed to be put into a system.. Why enter in information if it doesn't provide any use in reports or to users later on. 

Putting pen to paper and putting CRM to one side, what would your process look like? If I were to log 100 tickets, what do you want to know about each one? How would I group them? What steps would it need to go through from being created to resolution? 

Hi Grant

That is a very broad question, it is like saying I would like to build a house, can you offer examples. Of course we can but first it is helpful to understand what are the key priorities you're trying to address, normally reporting can help decide what information is needed to be put into a system.. Why enter in information if it doesn't provide any use in reports or to users later on. 

Putting pen to paper and putting CRM to one side, what would your process look like? If I were to log 100 tickets, what do you want to know about each one? How would I group them? What steps would it need to go through from being created to resolution?