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Dynamics 365 Community / Forums / Microsoft Dynamics NAV (Archived) / Call Center/Help Desk ...
Microsoft Dynamics NAV (Archived)

Call Center/Help Desk module for NAV

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Posted on by Community Member Microsoft Employee

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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  • Suggested answer
    TharangaC Profile Picture
    TharangaC 23,116 on at
    RE: Call Center/Help Desk module for NAV

    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.

  • Suggested answer
    Roberto Stefanetti Profile Picture
    Roberto Stefanetti 12,998 on at
    RE: Call Center/Help Desk module for NAV

    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..

  • Suggested answer
    keoma Profile Picture
    keoma 32,675 on at
    RE: Call Center/Help Desk module for NAV

    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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