Ticketing System featured in Microsoft CRM?

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I am looking for a ticketing system solution which can take care all the request and conversation with our B2B customers . And we can internally assign ticket among ourselves. it will be trackable in our Microsoft CRM 2013. I saw that the third party software- zendesk has the ticketing system that we want. But may i know does the Microsoft CRM have the same feature, same organize method ? if yes, please advice how may we set up the ticketing system step by step?

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Alex Fun Wei Jie 33,628 on at

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you can use the email to case feature in CRM 2013, be make sure to update to CRM 2013 Service Pack 1, you can refer to the below links for reference

www.microsoft.com/.../automatically-create-a-case-from-an-email.aspx

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Rajkumar Rajaraman on at

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Refer this video:

m.youtube.com/watch

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Community Member on at

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I would rather jump from a building then watch that video, (flicking screen recorded from a TV using a potato )let alone listen to text to speech of 20 pages by a machine, no wonder the comments are disabled.

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Wayne Walton 13,730 on at

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It's not even a Dynamics CRM video.

To the original poster, can you provide details about what you want from a ticketing system? Dynamics CRM 2013 isn't as robust as CRM 2016 or D365 when it comes to case management, but it should be able to handle core case routing and autocreation of cases.

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Community Member on at

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given that it has been 2 years since the original post, with no definite answer, I would have given up, but since I have been looking for the same thing except I am using on-premise crm 2016/365 with cases, I have looked at zendesk as wanted to link the two, such that clients can log into the zendesk (helpdesk) open a ticket and it would create the case in CRM, if this sounds like I'm hijacking the thread I apologise, but the OP seems to have deserted this thread.

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Wayne Walton 13,730 on at

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Interestingly, Zendesk does have a connector for CRM, but it looks like it's only for 2011/2013.

support.zendesk.com/.../203660156

I'd honestly follow up with Zendesk to see if it works with D365, or if they plan on updating it.

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Community Member on at

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Dynamics CRM still not providing web to case feature, but you can try this one: http://web2case.com. It is something new and not require integration with your CRM.

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Community Member on at

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wanted to use CRM without 3rd party software .please advise

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Wayne Walton 13,730 on at

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If you're talking about a portal or the like, Microsoft has Customer Service Portals native to Dynamics 365 Customer Service now.

The landscape has changed a lot since the original question.

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abdeldayem 10 on at

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Helllo, please check this, dynamics.microsoft.com/.../overview

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