An end user goes to the Help Desk folder in the Exchange Public Folders and creates a Help Desk Ticket. They can also use a Web browser to create the ticket or send email to the Help Desk folder. Whatever way, the ticket gets created in the Help Desk folder and then the Help Desk staff reviews the Tickets and assigns it to one or more Technicians. Once assigned, the Technician gets an email and the Ticket is moved to the Assigned Tickets folder.

In the Assigned Tickets folder, the Technician enters information on the progress and time spend on each ticket. Users can view the Ticket and see the status. Updates can also be sent from the Ticket to the user. When done, the Technician marks the Ticket as completed. An email is sent to the user saying the Ticket has been resolved. (A Ticket can be re-opened if it was closed mistakenly.)

Several utilities, a report generator, a knowledge base and other features fill out the basic program to provide a simple,  robust and effective help desk.