The SupportDesk is an integrated system for managing the customer inquiries,
answers and communications resulting from such queries and related problems
with the help of an array of tools and facilities clustered around the ticket
management system like the knowledge base system, reminder system, mailing
and messaging system, and email piping system to mention a few.
The potential users of the system are users (customers), staffs (technicians),
and administrators.
Users/Customers communicate with the system to get their problems and
questions solved. They usually look up in the relevant FAQ section to see
whether a similar problem (and solution) is listed there already. If the user is
not able to find a matching one, s/he posts a ticket with the necessary
details. The staffs (technicians) respond to the tickets with a predefined reply
or a newly created one, according to the situation. The main functionality of
the system is this to and fro communication between the user and staff. In
the case a staff is unable to resolve a problem s/he can escalate the problem
to the administrator.