We already have microsoft CRM 2011 in place but we require our Microsoft CRM 2011 tweaking to our helpdesk needs
When customers email in to :
? a new case is to be created – this is currently in place
? customer receives an email with confirmation (template required - may need editing in the future, instructions needed how to edit this) – this is currently in place but requires improvements
The case will automatically be assigned to IT Helpdesk
? We need to be able to log every phone call made to the user / log email sent to the user
? when helpdesk agent contacts the customer, but unable to speak to the customer, we require an email which will go out to say something in the line of "we have tried to contact you but you were unavailable, please call back at the earliest convenience"
When a case is re-assigned to another technician, an email should be sent out. (Not fully working at the moment)
When customers email in with any extra information or responses, the same case should be updated
When a technician closes a case, then the information inserted in the resolution should be emailed.
This email should go to the customer, which will detail how the issue was resolved.
We also require reports.
An easy way to produce daily reports which detail all the open cases that we currently have.
We also want to be able to manage the amount of time spent on each case / company – this is for invoicing purposes.