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Currently our business is using Kayako Support Suite to manage our helpdesk processes. Kayako has been very good for us, however, we're growing as a business and as we want to increase the processes defined in our organization, it is becoming obvious that we're outgrowing Kayako's capabilities. From my evaluation of Dynamics, it seems to have everything we want, except for a good self-service customer portal. Does that exist or am I just missing it?
I'm wanting something that customers can log into and create/update/view support tickets and view/search the knowledgebase.
It appears that Dynamics does have a case management component but this appears to be only good for internal cases and not something that we can open up to customers. Also, it appears to be missing a lot of the common support management things such as predefined replies.
Where should I be looking for this capability?
Toni,For the Microsoft Dynamics Product lines if you are on a service plan your company can access CustomerSource. CustomerSource provides our customers with access to KB, Unlimited Training, and provides you with links to start a support ticket. You can view a demo of CustomerSource here: http://www.microsoft.com/Dynamics/demos/customersource/index.html If you have any more questions please let me know.
Sorry I spelled your name wrong: Tony
We are using Vision Helpdesk it has more advance features compared to Kayako.helpdesk It allows us to manage multiple companies support at one place.
Try asking vision helpdesk about your advance features and they will help you to get it setup for you.