Active case lists detail the number and associated priorities of open active cases. Open cases are automatically escalated according to priority and time since inception.

Our help desk software allows your support staff to post actions associated with individual cases. Action lists are used to flag separate activities, and can also be used to carry out tasks at specified times. When customer specific response times are exceeded, warnings are automatically generated and placed on the associated case action list. A separate screen produces a summary of the actions that need to be performed, according to the order in which the cases were received or planned actions should be carried out. When actions are completed, the time and the person who performed the actions are logged.