Helpdesk staff open a new or existing case each time a customer request is received. Each case is composed of the customer details, time and date stamping, flexible case ownership, individual action allocation and customer request details. Short-cut menus and automatic text generation built into the system automate support staff entries, focusing efforts on the support needed rather than on data entry. Cases can be easily transferred between shifts and staff to offer maximum continuity. High priority cases can be shared with more than one person working on them at a time.

Standard phrases and actions are available to ensure accuracy, and reduce response time by automating the call handling process. Phrase selection is used in several areas where support staff enter specific text information.