asked on

Ticketing and Change Management

We want to use Microsoft CRM as a Ticket and Change Management application. Does anyone knows if MS CRM supports such implementation? Or maybe MS has a specific application which is able to do such things?
Many thanks

gregowens

The short answer is yes it can support that. You could, for example, use the CRM Case entity to represent a helpdesk ticket and/or change request. This will also auto-generate unique reference numbers and allow linking to the knowledgebase too.

The big question is who your users are going to be? There is a high per-user licence cost if internal staff are to connect to the system. They must be licenced users - there's no way to develop your own front-end to get around the licence terms.

If the users are external clients, there is a licence cost associated with this too (the External Connector Licence).

There are ways around this to make it cheaper (the best is to use Version 4.0 and go via a hosted solution partner who are licenced to offer the External Connector Licence for free - you'd just need to get a front-end built for those external users).

Really we'd need to know who would be using it to advise you better...

meugen

ASKER

This is going to be used by internal support staff(circa 5 users). The thing is that we have this CRM purcahsed and we want to use it for Change and tickets management, the volume of tickets&changes gonna be low to medium.

ASKER CERTIFIED SOLUTION

gregowens

membership

This solution is only available to members.

To access this solution, you must be a member of Experts Exchange.

Start Free Trial