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Best software for customer support/complaints?


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Hello, we are looking at changing service desk tools. Most seem to be geared toward internal IT type of help desk support or for the one-off app bug/feature requests. Does anyone know of a good service desk tool that is more business-to-business with tiered customer tracking (one customer, multiple clinics/locations), change requests (for product maintenance), customer profile and configuration metadata, and would handle bugs, feature requests, and enough customization to handle medical device complaints?
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