One of our clients, who are an IT Solutions company, managing the IT Departments for small companies, require us to log their help desk faults. On top of receiving their calls, we also receive all of their help desk emails. When one of their clients email in with a technical fault we then have to log into their system and raise a ticket for the fault. We fill in a form which asks for the contact name, the company site they are emailing from and details of the fault. Filling this in then creates the ticket. On top of this we also update tickets that have already been raised for previous support problems. We can access old tickets and when their clients email in with updates on a particular problem, we can action these updates onto the existing case.