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I am researching ways we can setup a ticketing system for customer complaints/issues through Dynamics. I am new to this position and company and I am trying to come up with a recommendation. We currently use Dynamics as our CRM, so that would likely be the preference for the leadership team here, but it isn't even clear to me that Dynamics can support a ticketing system. The other platform I am considering is Zendesk, which appears to have an app that links to Dynamics (?). Any feedback on this or generally using Dynamics Customer Service would be greatly appropriated.
The Dynamics Customer service module is a proper system to implement what you are asking for. Actually, it is one of the common use cases of dynamics. With the Power of Dynamics 365 and the PowerApp Portal you can build a system for ticket submission and management for internal and external customers.
If I were you, I would consider few things for my decision. The first is licencing cost and how many internal users will use the system. The second is about the complexity, is your system a very simple one where Dynamics is an overkill or it can get complicated? If the latter, then Dynamics is a good option because you can customize it to your needs.
Also, Dynamics now is not a lonely system, PowerApps are very powerful and will aid you in developing some really complex and collaborative systems easily which is an advantage.
The Customer Service Module is capable enough for the ticketing system for the customer complaints/issues.
If your system is simple, then look for implement of the Dynamic Customer Portal along with Dynamic CRM Customer service module, before estimate look for the license cost for how many CRM users will going to use the system.
Also D365 is completely moved to cloud, so there is hassle free implementation and support you will get easily.
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