Hi - we are a small sales department with a shared inbox where most of our customer requests for quotes, orders, customersupport requests and so on lands. We are looking into a ticketing system that can gather information from the customer, making it easier for our sales team to save data in one place. We dont need a big, fancy solution, so we were investigating if something could be done in the microsoft environemt such as Planner, To Do and so on.
Needs:
Easy overview of historic contact with customer inclunding previews conversations, pictures and so on
Possibility to create a ticket manually from private inbox, if a sends a request directly to a sales member
Notifications - when a ticket is not opened for X amount of time, notify agents
Rules - certain tickets needs to be prioritized
Groups of agents - possibilty to make dedicated sales groups, accounting groups, warehouse groups etc
Forms - possibility to embed a form to our website
There may be things we have not considered and therefore any suggestions are more than welcome.
We have looked a bit into Desk365 operating in Teams, but maybe this is too complicated for our needs.
We have no previous experience with these kind of ticketing systems.
Many thanks in advance.
stampcoin
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Michael E. Gernaey
66
Super User 2025 Season 1
David_MA
48
Super User 2025 Season 1