Its Simple, your customer generates the support ticket by logging in to CCS from any where in world, depending on department, client, category, priority, status, leave and availability algorithm of the support it gets assigned to support representative, who in turn receives, email or sms alert as configured by super admin. Who can than login to the CCS and update the status, reply the message to the ticket owner in the speculated (SLA) Service Level Agreement time frame and close it. If not closed for 80% of the SLA time, ticket could be escalated to Account Manager, who in turn will again receive an alert for escalation and could guide the Representative or he himself can login to CCS and resolve the problem and reply back to client.