Support Centres - Do you use MS CRM Dynamics?

[DMurray]

Hi Support Centre,

 

Do you use MS CRM Dynamics for ticketing?

 

How well does it work?

 

Pros and cons?

 

Will much appreciate feedback. Thanks in advance.

[matt40k]

Why would you pick a Dynamics CRM for a ticking system? Do you already have dynamics? If not, why would you buy it for just ticketing over something like ZenDesk\FreshDesk which is designed from the ground up to be an (ITIL) support system rather then a framework?

[DMurray]

Why would you pick a Dynamics CRM for a ticking system? Do you already have dynamics? If not, why would you buy it for just ticketing over something like ZenDesk\FreshDesk which is designed from the ground up to be an (ITIL) support system rather then a framework?

 

Yes, we have a licence. We will also use CRM side for account managing schools enquiries for sales and general relationship management.

 

I heard that it may more like Sharepoint than a proper polished application.

[matt40k]

Yup, it's a framework (tool) rather than a product. You basically have to build on top of it. Works well if you need something bespoke and you invest in the development. Personally, ask the customers (schools) what they prefer - at the end of the day they will need access to view \ log tickets (which is a must these days) and ultimately they are paying for it, employees may or may not agree, but equally, you pay them to use it. If you already have it, might be worth asking your MS licensing people how much it'll cost and possibility look at making a POC.