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francis356

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Switch from OTRS to Microsoft Dynamics CRM ?

We are considering switching from OTRS ticketing system to MS Dynamics CRM.  We only use email to communicate with clients and OTRS does it well. We also like the Queue functionnality and use it for our workflow.

We are now considering MS Dynamics CRM for ticketing to better centralise all client's data.

Question is : Will MS Dynamics CRM be able to replicate those basic OTRS functions (email thread communications, Queue ...)

Thanks
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Aftab_Khateeb
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francis356

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Just 2 other questions:
- is it possible to reply to clients and include the whole thread and make it feel as a normal email conversation ?
- Will a 'reply' from a client  open a new ticket or will be added in the thread ?

The whole idea here is to replicate the basic functionnality of OTRS.

Thanks !
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