IT helpdesk software will only meet basic requirements

Can we use our IT helpdesk software implementation to support our external customers as well?

John Ragsdale, Technology Services Industry Association

Published: 09 Apr 2003

You can manage IT helpdesk trouble ticketing using customer relationship management (CRM) software designed for external customers with a minimum of customisations, but IT helpdesk tools should not be used for external customer support unless the functional requirements are for basic incident tracking and there are no plans for enterprise CRM (marketing, sales, service) down the road.

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