We are using MS Dynamics (on premises) also for our customer support (Service > Cases) but we see that theres a challenge to cover all the different email types, encryptions, formats etc... this leads to a lot of customization, which leads to a lot of mess.
- Now the idea is to create a portal for the user where he would log in, and input a standardized form that we control. As side benefit he could see his previous tickets and their statuses.
- Another possibility would be a portal where he does not need to log in, simply a form that creates again a standard email which comes to our CRM but if we respond, the user gets a notification with a "loooong" link that brings him to the answer from us,...on which he can again respond..
Any suggestions to the problem or to a specific software/solution??
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