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Ticket Tracking in CRM

   Words by CRM Consultancy

   on 17/11/2015 00:08:05


The Service Module of Dynamics CRM provides a strong customisable platform for Case Management and Service Ticketing - particularly when combining the powerful functionality for Activity Tracking through CRM and Outlook.

However adding a front-facing Customer Portal provides the ability for the Customer to review their Case, the history of activities, and interact with the Agent online.

Business Requirements

  • Allow new Cases to be quickly recorded from incoming requests via Email
  • Support a generic Support In-Queue that Agents can review to ensure new Case is allocated.Support a generic Support In-Queue that Agents can review to ensure new Case is allocated.
  • Support a generic Support In-Queue that Agents can review to ensure new Case is allocated.
  • Provide a transparent method for the Customer and Agent to share and review activities on the Case
  • Allow Agents to quick track Emails to each of their Cases to quickly and easily build this Case History
  • Build of a knowledge of historical Cases that both the Customer and Agent can refer back to for future problems

Implementation in CRM

If we look at the existing Service Module in CRM, we can extend and improve this functionality by reviewing the following steps:

Support Inbox - Say we maintain a typical support inbox for then this can be used as the initial point of contact.

Our Support Agents can then share access to this Mailbox and then drag new incoming emails into their own personal Inbox as new requests come in.

Once the Email is in our Inbox, we can use the Dynamics CRM Outlook Client to Track the Email in CRM and Convert into a new Case.


Tracking the Email in Outlook to convert into a Case in CRM


Converting the Email to a new Case in Dynamics CRM

This then records the new Case in CRM, and by doing so, triggers the Ticketing Workflows to start handling the Case.


Sending the canned response to the Customer, with a Link to the Portal to view further detail


New Case Workflow in CRM - When the new ticket is logged as a Case in CRM, we may want this flagged to a particular Queue or Pot to wait to be assigned or picked up by one of our Support Agents.  To do this, we can use our Workflow to automatically assign the new Case to a 'Pending Allocation' Queue in CRM.

This allocation to a Queue allows our Support Agents to view any the Cases in the queue, and then pick up and route to themselves as way of starting work on that Case.

imageViewing Cases by Queue in CRM 2011 – with the option to ‘Work On’ a Case as way of reassigning the Case to your personal list of My Cases

Notes as History - as the Assigned Agent works on the Case, the Agent can record notes and activities that then form part of the Cases history that the Customer can view via the Portal:

This is where the CRM for Outlook plays a useful role in allowing us to easily track Incoming and Outgoing Emails to the Case as way of tracking the history of the Case.

Similarly we can use the Portal to allow the Customer to directly add their own Notes to the Case:


Allowing the Customer to view and add to the Support Ticket via Portal

Closing the Ticket - Once the Support Agent has worked with the Customer and feels ready to close the issue, the Case can be flagged as Potentially Resolved in CRM.

As with logging the New Case, this can then use CRM Workflow to Email back the  Customer to inform that the Case is potentially resolved - with this email containing a link to the Portal as way of allowing the Customer to confirm that the   Case is actually resolved.

This then allows the Customer to add any final notes to their Case and review our performance in servicing the ticket.


This combination of Standard CRM Functionality, Customisable Workflow and Portal Development allows us to elevate the Out-of-box Service Module to build a better Ticketing Solution without a large amount of bespoke development.

This can then be further extended with additional Queues and Workflow to handle more complex Agent Routing between 2nd line and 3rd line Support between Specialists - or expanded Workflow to help implement SLAs and other enhanced ticket and case functionality.

Further Reading

Alongside Sales Force Automation and Targeted Marketing, this Service and Case Handling side of CRM is one of the core three modules that ship with On-Premise, Partner Hosted and CRM Online, and so has a wealth of further reading available on how to utilise Dynamics CRM for Service and Support Scenarios:

Customer Service Module in CRM

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