Anyone requesting help or support need only to visit the Help Desk in their web browser and enter the details of the problem they are having. The option exists to require that they register as a
user first and therefore all their contact information will already be in the system, or to allow anyone who knows the web address to add a request. Depending on your organizations needs, you can
choose the option that works best.
Once a request has been submitted, it goes into an 'Inbox' that is visible to all Level I technicians. The technical support personnel at your organization login to the Help Desk through any
web-browser and immediately see a list of all currently active help requests on their own 'My Help Desk' page. The listing shows the case number,
