I am looking for the best way for implementing post go live helpdesk support in our project.
I would like to know, whether we can use the solution manager work center functionality for the same purpose. The end users should be able to raise the tickets, the corresponding mails should be triggered to the respective support teams, they should be able to update the status of the tickets and the corresponding notifications should be sent via mails. Is this functionality possible using solution manager work center ? are the tickets raised from solution manager work center visible in crm_dno_monitor? Is it like solution manager work center is only an Web based user interface for the normal service desk functionality in solution manager. ?
Pls help me to clear my doubts.