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Dynamics CRM 2016 as a Help Desk Ticketing System

Is it possible to customize Dynamics 2016 to be a ticketing system?

I've played around with the 'Cases' form but I don't get the granularity I require, also I'm not sure that 'Cases' is best-fit.

Should I use the 'Cases' functionality - and if so - could you provide some instruction on how to achieve it?

If Dynamics isn't suitable what are my other options? A C# app in Sharepoint?

I'm new to Dynamics, any assistance would be welcome.

Thank you.
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Feridun Kadir
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You probably can use CRM as a ticketing system. I say probably because it depends on what you want from a ticketing system. Although CRM provides service functionality it doesn't a dedicated ticketing system so might lack features that you need.

The cases entity is the record type to use for problems etc logged by customers.  You are not stuck with what you see out of the box, you can customize CRM to match your requirements.

I would consider engaging with a local CRM consultant to help you.
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Could you point me in the direction of technical documentation and/or walk-throughs of how to customize Dynamics? I have a background in databases and entity modelling and I'd like to try to achieve my goal myself.
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Feridun Kadir
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You would probably do better going with SharePoint & JSOM or CSOM.
SharePoint already has most of the functionality of a built in ticketing system that you would need.
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Thank you.