I run a small Helpdesk of 4 agents. We get roughly 60 – 100 tickets per day. Currently, we get tickets as emails in a couple different shared inboxes (using Outlook 2013 to manage emails) and manually log each email as a ticket in Sharepoint. The problem with this is that it is a long process to manually log each ticket.
We've looked at official helpdesk systems (osTicket, Zendesk, etc…) but we're seeing too many sacrifices to move to these.
So my suggestion is some sort of plugin that logs each email as a ticket, picks up on replies to update the ticket, generates metrics around tickets, etc…
Does anyone know of a plugin that can do this? I've looked at Dynamics CRM already.