The Help Desk workflow starts with a customer having an issue they need to resolve. They provide information on the problem, such as the product they're using, the version number, the steps to reproduce the problem, and any identification of a support contract they have established. This is called a ticket.

The ticket is then moved to a primary support responder. They will screen the issue. If it is minor, or can easily be found in a help file or FAQ, they will respond immediately and close the ticket. Otherwise they will escalate the ticket.

Once escalated, a technical expert will respond. They will have the option of asking the customer for more information, and the customer can respond. This can happen any number of times.

Finally the technical expert will mark the issue as resolved and it will be closed.