What is the typical process?
1. A customer adds a call to your help desk.
2. The customer receives a thank you email, and the proper admins/technicians are also notified via email of the newly added call.
3. Your techs can then log in, review the request, assign a priority, work on the problem, fill in comments in the progress/solution box. During this time, the customer can log back in and see the status by reading the comment/solution box.
4. Once the techs have completed the support request, an email is automatically sent to the customer notifying them of completion, along with progress/solution comments.