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Using Dynamics as a Helpdesk

General Microsoft Dynamics Questions Forum

Tony Valenti asked a question on 23 Feb 2009 4:31 AM

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Hi All,

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? 


Nick Hoban responded on 7 May 2009 10:36 AM
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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: If you have any more questions please let me know.

Nick Hoban responded on 7 May 2009 10:37 AM
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Sorry I spelled your name wrong: Tony

Infrenion responded on 22 Dec 2009 11:25 PM

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.





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