The main purpose of the i-net HelpDesk is to function as a service desk for processing requests and concerns using tickets. As already mentioned, the primary tools available for ticket processing is the Ticket application in the web interface.

The employees of the company who provide support are divided into dispatchers and resource members. The main task of a dispatcher is to perform presorting of requests. Dispatchers need the appropriate permission in UserManagement to do this. A resource member is responsible for processing a ticket. With the help of Resources different fields of work can be distinguished.

The workflow of ticket processing in i-net HelpDesk usually looks something like this:

1. A customer or end user submits a request - either by phone, via email or end user client.
2. A dispatcher takes this request and forwards it as a ticket for processing.
   • The dispatcher may be an employee who fills in the request with additional information.
   • An email can also be automatically transferred - i.e. dispatched - to a resource.
3. A resource member takes over the processing until complete completion of the ticket.
   • The processing can be done by various sub-steps
   • The ticket can be assigned to other users / resources by manual escalation, for example because they have special knowledge about the topic.
   • Subtasks can be defined via processes.
   • After the ticket has been closed, it can be reactivated for further processing at any time.

However, the functional scope of i-net HelpDesk is not yet exhausted. As an extended functionality, there is also an extensive report generation, knowledge base and inventory solution.

The knowledge base is closely linked to ticket processing and allows solutions to be stored directly from the tickets. Conversely, solutions are available directly in ticket processing.

Reports are created using the integrated i-net Clear Reports application, which includes a designer free of charge for i-net HelpDesk customers and multiple reporting functions, such as Ad-Hoc and the Drive for reports. In its basic configuration, i-net HelpDesk comes with a wide range of standard reports, for example, to create evaluations of the work status of tickets in the system. Users with access to the Reporting application can easily create new, custom reports.