We are currently evaluating CRM packages for a support front end. We currenlty use Test Track for bug tracking, but would like to provide our customers with support IM, call tracking, message boards or a publishable KB, and maybe a download center. AD integration would be a plus. We also would like to be able to integrate the package with Test Track if possible.
We have demoed Kayako and MS Dynamics is up next. Does anyone have any input on these 2 products or can you recommend a solution that you have implemented and is meeting your needs.