Manager configures admin contents
Administrator defines drop-down lists such as technicians, callers, problems, assets, as well as emails SMS templates, predefined replies, messaging options, web access etc.

Caller contacts support team
Caller requests for support by sending an email, by making a phone call or simply, by filling a web form. These support requests are then logged and converted to cases in Outlook. Further details and drop-down lists (such as the classification of problems the request falls into) can then be set.

Assign technicians to the case
A manager or senior technician assigns the best technicians to the case for fulfillment of the service and speedy resolution. Technician gets assigned automatically to the case if a default technician is linked to a particular callers' email address or a problem category/type (only applicable to the support requests submitted from webform). Assigned technicians then get notified through an automated email or SMS. Optionally, the due date of the case is entered into the personal calendar of the technicians' mailbox.

Collaborate, work to resolve the case
The assigned technician then proceeds to fulfill and resolve the case, either in Outlook or via web access. Further correspondence to the caller might follow (in the form of emails, SMS, phone calls). All activity related to the case are logged and technician can fill time spent and assign additional technician if needed. Relevant asset information and fixes related to the case can be accessed and tracked right from the case form itself.

Caller follows-up on their support cases via email or web access
The caller then can escalate, withdraw, reopen or simply track the history of their support cases online with Caller Web Access (CWA). Alternatively, caller can reply back to email from the helpdesk and the response automatically triggers an escalation on that particular support case.

Close case
Certain pre-defined Outlook views can be used to track the progress of cases. Once every parameter of the caller's request has been fulfilled, a case be is closed.

Add to knowledge base
A closed case can be a good source of future reference and the technician create a new knowledge base entry based on the case. It is then available in the list of articles categorized and sorted, ready for your technicians to draw from when similar issues arise.

Inbuilt statistical and trend reports
To identify problem areas and increase helpdesk efficiency, senior management runs the statistical tool from time to time, collecting valuable intelligence and trends and generating meaningful reports.