Case Creation and Logging: Users can create cases quickly using a "New Call - Simple" option, or a more detailed "New Call - Detail" form. Cases can also be automatically generated by sending emails with specific tags in the subject line, or by importing emails directly. A "Contact Us" feature can route directly to a Helpdesk case, and a "Create Support Ticket" button in the Event Log allows for direct case creation from system events.

Case Details and Classification: Each case includes essential information such as who logged it, the logged date, contact details, a subject, and detailed case information. Cases are classified using user-defined "Priority," "Category," and "Group" settings, which are crucial for determining response urgency and allocating resources. These categories can be configured with "Time allowed to complete" a case, automatically calculating follow-up dates and marking overdue cases. Deleted categories and groups are still displayed in the main view but not in edit forms.

Knowledge Base and Public Access: The module features a "Knowledge Base" that stores cases marked for public publishing, serving as a searchable reference for issues and solutions. Public pages can be added to allow external users to easily search for published cases and project information, providing self-service support.

Project Management Integration: Helpdesk offers comprehensive project management capabilities, allowing users to group project tasks, manage budgets, track hours and progress, and document risks and issues. It provides the ability to allocate Helpdesk cases to projects and edit comments within the Project Detail view.

Task Management and Automation: "Scheduled Tasks" help define, document, and schedule tasks that positions need to fulfil, ensuring timely completion and providing an audit trail. Task templates can be used to pre-define tasks, with options to assign them to users based on a predefined frequency, and escalate tasks that are not completed on time. The system can automate call closures with predefined messages.

Communication and Alerts: The system supports email notifications when cases are created or updated, with the ability to include specific email addresses in the notifications. It also provides alerts for outstanding calls and overdue tasks, displaying information like "Days Overdue" and "Days Since Logged."

Security and Access Control: Role-based security controls access to various Helpdesk functionalities, including the ability to mark cases as "Private" to restrict viewing by unauthorised users. Admin locks can be applied to scheduled tasks to prevent unauthorised modifications.

Reporting and Analysis: Various reports and analytical tools are available, including "Call Analysis Report" (which includes word wrap for contact numbers), "Call Listing Report," "Call Chart Views" for graphical representation, and "Call Pivot Analysis" for in-depth data exploration. "Survey Management" tools allow for collecting and analysing customer feedback to assess satisfaction levels.

Usability and Performance: The Helpdesk application is merged into the LinkWeb portal for a unified experience. Performance improvements have been made to case searching, and alias names can be applied to forms, alerts, and menus for greater adaptability. Document size is managed with a configurable limit (e.g., 400kb per entry) to prevent slow loading times, especially on slower internet connections. Users can also extend the "Expected Resolution Date" when adding comments.

General Features: Users can edit comments, copy existing Helpdesk cases to streamline new entries, and view a detailed history of comments. A document footer note can be added to Helpdesk cases for consistent messaging. The system also enables quality checks on work done and tracks changes to the "Logged by" field for audit purposes. Consistency in menu naming and field labels is an ongoing improvement.