IT helpdesk software will only meet basic requirements

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

GIGALOGO_APR0401.GIF  

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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This was last published in April 2003

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