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We are looking to move to a more robust
helpdesk/crm offering than what we have now. Our needs are pretty
simple, but the volume of data we're managing is becoming a bit too
sparse.We'd like for clients outside our company to be able to
email us and have these emails automatically get tagged/turned into a
ticket. If possible, at this point, I'd like to be able to assign
these tickets to a company employee, but that is not a must. I'd like
all the communication back/forth to all be contained in the ticket so
it's reviewable. Finally, we'd like a way for the client (if possible)
to be able to close the ticket. If the client hasn't responded in a
day - nudge them again w/o our intervention.
Is CRM a good solution for this?
*Excellent* reply. Thank you so very much for your thoroughness - I appreciate it.
I guess the only other question is this; what do you recommend for reading up on how to do this stuff? Any good books or sites? I am a complete newbie to CRM, but quite experienced with Office/etc.
Again, thank you very much.
Don't forget your ability to customize . Add new entities to reach your goals for Helpdesk support.
In addition you could create a composite app by including an IFrame with a link to say a Share Point site that can be viewed within a customized entity in the workplace application of CRM.
See the ticket system of CRM 4.0