Call Center/Help Desk module for NAV

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We are currently on NAV 2013. We have a customer service/help desk department that takes calls from customers. Sometimes they can help the customer over the phone and at other times we need to send someone out to repair the issue. When we send someone out, then we create service orders. However if it's a quick fix over the phone, the only way that we document the problem is putting comments in the customer record. We cannot track specific issue types or resolutions using this method.

Is there a module/add on to NAV that acts as a helpdesk module like Auto Task or BMC or other true "help desk" ticketing systems?

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keoma 32,729 on at

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for searching nav modules and providers start with pinpoint,

e.g. navonline helpdesk solution: pinpoint.microsoft.com/.../12884949014

or

www.singhammer.com/.../helpdesk-software.html

also have a look at "Microsoft Dynamics NAV 2013 Management Pack for System Center"

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Roberto Stefanetti 12,998 on at

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hi,

only some suggestions about Help Desk with NAV.

Actually we are using service module and contracts to manage helpk\desk-hotline requests; the standard workflow is basic but good per helpk\desk (similar to SharePoint workflow)

You can simply customize service module (that are you using...) adding\managing comments on service orders, dispatch board; you can use Waldo Notepad (very good Addin) to manage comments.

Mailing

You can add mailing functions to send mail to customer after ticket resolution or send mail after ticket assignement.

Help Desk Menu

You can build a custom help desk menù based on separate cues to show Open\Wip\Closed Tickets..

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Tharanga Chandrasekara 23,118 on at

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Check the Job module and Service module available in the Dynamics NAV default version. It will not be the perfect solution but will be a workaround and you will be able to build your process on top of that.

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